Helpdesk Support Technician - County Attorney

Helpdesk Support Technician

The Pima County Attorneys Office (PCAO) is seeking a Helpdesk Support Technician to be a member of our Information Technology Division. This position provides first level technical and base operational production support, consultation, troubleshooting/resolution, training, and user guidance to PCAO divisions. This is an in-office position located in Tucson, AZ, and cannot be remote.

Essential Functions:

• 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.

Operational Environment Support:

• 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.

Minimum Qualifications:

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.) 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 app.