Information Technology Support Engineer (Technical Support Generalist III)

at Pima County Government in Tucson, Arizona, United States

Job Description

Job Description Summary 

Department - Information Technology

Job Description

Job Type: Classified

Job Classification: 5282 - Information Technology Support Engineer

Salary Grade: 15

Pay Range

Hiring Range: $66,536 - $79,843 Annually 

Full Range: $66,536 - $93,150 Annually 

Range Explanation: 

• Hiring Range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

• Pay Range is the entire compensation range for the position.

This position is to be an upper-level member of a technical support team within the Information Technology Department (ITD). This team provides support across all disciplines within ITD, and all applications supported by ITD.

The successful candidate will be an all-around performer with technical, social, communication, and analytical skills and aptitude. This is a team-oriented role requiring a strong work ethic and a proactive approach to identifying and addressing tasks. In this role, you will demonstrate an agile mindset and a consistent ability to deliver results across a wide range of technical disciplines.

The successful candidate will have experience in at least three of the following: Application Administration, System Administration, Networking, Data Center, Cloud integration, or Desktop Support. CJIS certification is required to successfully pass the probationary period.

In applying for this position, pay particular attention to the description that follows and to the preferred qualifications at the end of this post, addressing each qualification in your application.

This position is on site with the possibility of part-time telecommuting after 6 months of initial probation.

This is an in-office position located in Tucson, AZ, and cannot be remote. 

Essential Functions:

As defined under the Americans with Disabilities Act, this classification may include any of the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class. Work assignments may vary depending on the department’s need and will be communicated to the applicant or incumbent by the supervisor.

Within the centralized Information Technology Department (ITD

• Maintains detailed records of equipment deployment, configurations, and any issues encountered during the process;

• Prepares reports on logistics performance, cost savings, and efficiency improvements;

• Plans and coordinates the installation and relocation of computer hardware, software, and peripherals across various departments or locations;

• Maintains open communication with various stakeholders, including IT teams, department heads, and end-users;

• Leads and participates in support for all types of tickets received by ITD: resolving problems, creating new capabilities, etc.;

• Participates in forecasting computing/communications growth and provides pro-active capacity management;

• Participates in the disposal of obsolete client and computing/communications center equipment; assists in client license compliance;

• Leads the automation, installation, configuration, documentation, troubleshooting and maintenance of ITD assets;

• Participates on Microsoft Teams to drive standardization and strategic implementations;

• Conducts testing to ensure the functionality and performance of computing and/or communications systems;

• Identifies and resolves any issues or malfunctions, troubleshoots problems related to connectivity and equipment failures.

Minimum Qualifications:

Bachelor's degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems (MIS), or a closely-related field as determined by the department head at the time of recruitment AND four years of work experience in the maintenance and administration of client computing or communications hardware and software infrastructure.

OR:

Associate's degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems (MIS), or a closely-related field as determined by department head at the time of recruitment AND six years of work experience in information technology including four years of experience in the maintenance and administration of client computing or communications hardware and software infrastructure.

(Relevant experience and/or education from an accredited college or university may be substituted.)

Qualifying education and experience must be clearly documented in the "Education" and "Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application.

• Experience maintaining and supporting utility scripts using PowerShell.

• Experience in Exchange, Active Directory, O365, SharePoint, Teams, Azure, and desktop applications.

• Experience providing customer support.

• A formal resume as a file uploaded in addition to the job application.

Selection Procedure: 

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a referral list provided by Human Resources. Additional assessments/testing may be required as part of the selection process.