PC TECHNICIAN

Arizona Department of Administration•Phoenix, AZ

23h•$50,336 - $56,453•Hybrid

About The Position

The Department of Economic Security’s Division of Technology Services is seeking an experienced, motivated PC Technician for its Tier-2 Remote Team. The technician remotely supports and maintains state-issued computer systems, desktops, peripherals, mobile devices, and agency-approved applications for DES staff statewide, including employees working remotely or in mobile capacities. Work includes software installation, network configuration, hardware connectivity, diagnostics, repair, maintenance, upgrades, and equipment auditing and tracking. The role monitors service queues and promptly responds to and updates incident and request tickets. It may also involve maintaining technical documentation and knowledge-base materials and providing direct end-user assistance through remote support tools. The position is based at 1400 West Washington Street, Phoenix, Arizona. The State of Arizona offers remote-work options, but work—including remote work—must be performed within Arizona unless an exception is authorized in advance. Statewide responsibilities may require travel, overtime, and occasional support outside normal operating hours. Remote work is a management option and may be discontinued at the agency’s discretion.

Requirements

Associate’s degree or 1–3 years of desktop-support experience, or equivalent experience.
Experience with current and supported operating systems, including Windows 10.
Knowledge of networked devices and their operation, including servers, PCs, workstations, network and communications devices, and network interface cards.
Knowledge of desktop management and monitoring, application management, physical and software security solutions, virus protection, software distribution, and version control.
Knowledge of supported operating systems and applications, including Windows 10, Windows RT, MS Office Professional, O365, and TCP/IP network protocols.
Knowledge of virtual machines and virtual computing.
Knowledge of vendor technologies, in-house-developed applications, and client-computing hardware.
Ability to integrate hardware and software components, analyze and evaluate issues, draw logical conclusions, and solve complex PC-related problems.
Ability to plan, organize, and coordinate complex technical activities and perform basic troubleshooting.
Ability to develop and write technical documentation.
Ability to analyze system hardware and software problems and provide information to resolve them.
Ability to understand personal-computer hardware and software interactions.
Ability to communicate with technical and nontechnical staff, continue learning in a changing environment, prioritize multiple tasks, and build strong relationships.
Obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements.
Successfully pass background and reference checks; employment is contingent on completion of the process and the agency’s ability to reasonably accommodate restrictions.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
If driving or using a vehicle for State business, possess and maintain a current, valid, class-appropriate driver’s license, complete required training, pass required driving-record checks, and maintain an acceptable driving record. Employees using a personally owned vehicle for State business must maintain legally required liability insurance.

Nice To Haves

Two years of experience as a remote technician or equivalent experience.
MCP or MCSE certification.
Google Workspace experience.
Virtual-environment experience.
A+ certification.

Responsibilities

Process service requests using remote support tools to troubleshoot DES computers, devices, and peripherals, including Google Apps, Microsoft applications, Voice, Web, and Ticketing applications.
Remotely support state-issued PC hardware and peripherals agency-wide, including application installation, configuration and troubleshooting; network-drive access; hardware diagnostics; performance improvements; problem resolution; and operating-system and local-system security patching.
Assist with remote installation of new or repurposed PC hardware, software, and peripherals accurately and promptly.
Manage multiple assigned service requests simultaneously while prioritizing and organizing workload.
Maintain and update end-user mobile devices, including smartphones and Tablet PCs, as needed.
Protect hardware and coach end users in agency security and responsible-use policies.
Prepare logical technical documentation about software and hardware within the scope of IT support, following industry best practices and divisional standards and including graphics as necessary.
Monitor and update assigned incident and request tickets promptly and proficiently.
Update technical documentation and maintain knowledge-base materials as needed.
Provide direct end-user support and assistance using remote support tools as needed.
Travel statewide and provide overtime or occasional support outside normal operating hours when required.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Arizona State Retirement System participation and long-term disability plans.
10 paid holidays per year.
Paid vacation and sick time.
Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.
Remote-work schedule options, subject to management approval and agency discretion.