Network Operations Center (NOC) Agent

Pima County • Tucson, AZ

14h • $24 - $34 • Onsite

About The Position

The Pima County Service Desk, located within the Network Operations Center, serves as the first point of contact for nearly 7,000 County employees. This is a fast-paced, dynamic environment where Service Desk Agents provide high-quality customer support across a wide range of technical areas. The role offers valuable hands-on experience and frequently serves as a pathway to advancement into more specialized technical positions within the department. Success in this position requires strong communication skills and the ability to quickly assimilate information, analyze issues, follow documented procedures and knowledge base articles, and take appropriate action. Excellent customer service skills and the ability to thrive in a fast-paced environment are essential. A successful background check and ACJIS certification are required. The Service Desk operates 24 hours a day, 7 days a week, 365 days a year. This position is assigned a shift that may include days, evenings, nights, weekends, and holidays. Certain shifts are eligible for shift differential pay. Agents typically work four 10-hour shifts per week, followed by three consecutive days off. When applying for this position, please carefully review the preferred qualifications listed at the end of the posting and be sure to address each qualification in your application. This is an in-office position located in Tucson, AZ, and cannot be remote. The Information Technology Department is unable to provide visa sponsorship for this position.

Requirements

• High School diploma or G.E.D. equivalent AND two years of experience working in an information technology related field providing any combination of the following: customer-facing technical support, communications hardware/software support, computer hardware/software support, and/or working in a technical call center or technical help desk environment.
• Relevant experience/education from an accredited college, university or trade school may be substituted.
• Valid driver license is required at time of application.
• Valid AZ driver license is required at time of appointment.
• Employees must attain and maintain access certification for all relevant departmental databases required of assigned position.
• Some positions must possess and maintain as a condition of employment the Terminal Operator for ACJIS certification.

Nice To Haves

• Minimum two (2) years experience providing support in a help desk, service desk, or call center environment.
• Experience providing support for Active Directory, Exchange Online, or File/Folder Sharing (e.g., NTFS, SharePoint, OneDrive).
• Experience with a team, troubleshooting issues relating to computer systems, software, or hardware.
• Experience working in a 24x7x365 environment requiring holiday, evening, and weekend shifts.
• Experience in a customer-facing role requiring the documentation and communication of technical solutions to non-technical end users.

Responsibilities

• Captures and records actions taken in Service Desk system following Service Desk procedures
• Analyzes and resolves client operational issues related to client applications, computing or communications environment and related software/hardware
• Provides training, technical support, and consultation to users and other IT staff as required
• Provides technical and user training information to staff, users, consultants, and vendors regarding installed software and hardware
• Assists technical application, computing and communications personnel, as appropriate in identifying and resolving problems through the use of installed diagnostic and monitoring tools
• Monitors IT infrastructure and application components for proper operation within established performance, function and availability expectations to achieve service level agreements
• Maintains appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
• Executes daily, weekly, monthly and other periodic scheduled jobs
• Schedules and generates production runs and special reports
• Analyzes and resolves operational problems and consults or informs appropriate staff when assistance is required
• Assists in trouble shooting application and computing and/or communications issues
• Performs and completes routine maintenance, production records, activity logs and other routine documentation
• Operates various data center and/or other peripheral equipment
• Maintains and/or performs backups and/or restores following associated off-site storage management procedures
• Maintains inventories of supplies and equipment, and may move supplies and equipment where required.

Benefits

• Employees enjoy competitive salaries, generous health insurance coverage, and retirement plans that contribute to long-term financial security.
• Pima County recognizes the importance of a healthy work-life balance, offering flexible work schedules, a generous family leave policy and wellness programs that prioritize employee well-being.
• Employees benefit from opportunities for professional advancement through training programs, workshops, and educational reimbursement programs.
• In addition, a County-wide employee recognition program rewards employees who exemplify the County values of being accountable, respectful and ethical as well as providing great customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees