Telecom Technician (5422 – Information Technology Support Analyst I)

Position Description

Salary Grade: 13

Pay Range:

Hiring Range: $57,607 – $69,128 Annually 

Full Range: $57,607 – $80,649 Annually 

Salary offers are based on the candidate’s equivalent experience and internal equity with other employees within the same job classification.

The Pima County Information Technology Department is seeking an entry-level Telecom Technician for the County Classified Title of IT Support Analyst I. The working environment is highly team-oriented, technical, self-motivated, and meticulous. Communication skills are critical.

The architecture includes a Shoretel/Mitel Connect phone system with ACD/IVR application and associated features and a Mitel MiVoice Business solution. The team supports staff and call handling for multiple departments across dozens of locations with a variety of telephony needs.

The work involves supporting the phone system components, designing solutions for new/existing users and departments, along working closely with teammates, users, and technical support to troubleshoot, identify, and resolve issues. This position will be involved with hardware and software upgrades including migrating users and departments from the legacy Shoretel/Mitel Connect system to a Mitel MiVoice Business platform. We offer an opportunity to utilize your current skills while building new ones. The successful candidate will be team-oriented, professional, interested in learning new things, and motivated to make a difference in their community by supporting the mission of Pima County Government.

This position participates in an on-call rotation and off-hours maintenance. A successful candidate must be able to lift phone cases and telephony hardware up to 50 lbs. A physical is required before the official job offer. The candidate must successfully test and maintain certification for Arizona Criminal Justice Information System (ACJIS) before completion of the training period. This is not a supervisory position.

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

Duties/Responsibilities

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.

• Installs, configures, deploys, troubleshoots and maintains client computing and communications hardware, software and associated peripherals;
• Coordinates, administers and performs installation, configuration, decommission, troubleshooting and maintenance of client devices including desktop/laptop computers, hand-held communication devices and printers;
• Assists in the development and enforcement of client environment configuration and deployment procedures, and practices;
• Troubleshoots and resolves complicated issues within the client operating system, applications and affiliated software and hardware environment;
• Assists in evaluating and recommending client computing and communications devices for use by County employees (e.g., desktop and laptop computers, printers);
• Assists in defining client environment system administration policies, procedures and practices;
• Participates in the development of department and division procedures regarding implementation and configuration of software and hardware used within the client-computing environment;
• Assists in defining client infrastructure and associated component processes and improvement opportunities; 
• Monitors client computing and communications environment for proper operation within established performance, function and availability expectations;
• Configures and maintains conference/meeting room presentation equipment;
• Communicates information to and between the user community and other IT resources;
• Captures and records actions taken in Service Desk Management system per Service Desk procedures.

Minimum Qualifications

(1) A 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.

OR:

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

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.

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies, specifically addressing the required and preferred qualifications.):

1. A detailed resume to supplement the job application.
2. Experience supporting VoIP systems in an enterprise environment.
3. Experience supporting and administering IP telephony features and solutions.
4. Experience supporting IT system upgrades, migrations, and/or installations.
5. Experience working with end users to resolve IP phone or client-related issues.
6. Experience working with telecom integrators and service providers.

Selection Procedure:

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum/desired qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum/desired 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.

Supplemental Information

Licenses and Certificates: Some positions may require appropriate licenses or certifications at time of appointment or within a specified timeframe (e.g., A+, MCDST, MCITP, MCSA). Some positions require a valid Arizona Class D driver license at the time of application or appointment. Failure to maintain the required licensure shall be grounds for termination. Valid driver license is required at time of application. Valid AZ driver license is required at time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine applicant’s suitability to operate county vehicles in accordance with Pima County administrative procedures. Failure to obtain and maintain the required licenses and certifications shall be grounds for termination. Any offer of employment resulting from this recruitment is contingent upon Fleet Services’ review and approval of the candidate’s driving record. 

Special Notice Items: The County requires pre-employment background checks. Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education, and criminal conviction history. A prior criminal conviction will not automatically disqualify a candidate from employment with the County. Some positions may require satisfactory completion of a polygraph examination and/or pre-/post appointment drug testing by law enforcement agencies due to the need for access to law enforcement, corrections or court facilities, property, and associated confidential and sensitive information, documents, communications, and database systems.

Physical/Sensory Requirements: Physical and sensory abilities will be determined by position.

EEO Information: Pima County Government is an Equal Employment Opportunity employer. We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other characteristic protected by law. 

Pima County provides access to high-quality, affordable healthcare for eligible employees and has an award-winning wellness program. Our plan is designed to ensure a high level of coverage and financial protection. Read more about our benefits program by clicking here.

Read Full Description