Telecom Engineer (5282 – Information Technology Support Engineer)

Position Description

Salary Grade: 15

Pay Range

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

Full Range: $66,536 – $93,150 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 experienced telecom engineer for the County Classified Title of “IT Support Engineer”. This role involves supervising staff, leading projects to implement new telephony solutions, and providing ongoing support for the phone system. 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 Shoretel/Mitel Connect to Mitel MiVoice Business.

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 prior to the official job offer.

This position must successfully test and maintain certification for Arizona Criminal Justice Information System (ACJIS). This must be in place prior to the completion of the training period.

In applying for this position, pay particular attention to the Minimum Qualifications and Preferred Qualifications at the end of this posting, addressing each qualification in the application itself before attaching a resume.

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.

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.

Within the Facilities Management Department:

• Manages fiber/copper builds for all Pima County cabling projects;
• Manages Pima County’s three Communications Job Order Contractors (JOC’s), ensuring they follow Pima County communication specifications;
• Creates, maintains and updates Pima County communications specifications;
• Supports Pima County users regarding communications projects, ensuring they receive the required information to complete tasks efficiently and within budget;
• Oversees Blue Staking for Pima County, ensuring outside plant communications remain secure and functional;
• Designs and builds copper/fiber redundancy to ensure Pima County key locations retain communications capability;
• Creates budgets and calculates costs for potential future communications projects for upper management;
• Forecasts maintenance costs for both fiber and copper throughout Pima County;
• Ensures our JOCs are cleared for work at Superior Courts, Juvenile Courts, Justice Courts, Recorders Office and Jails.

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 AND four years of work experience in the maintenance and administration of client computing or communications hardware and software infrastructure.

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 (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.

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. Experience supporting VoIP systems in an enterprise environment.
2. Experience designing telephony solutions and implementing telephony projects like upgrades, migrations, and/or installations.
3. Experience supporting and administering Mitel telephony solutions.
4. Experience working with Contact Center, ACD, and IVR systems.
5. Experience managing projects involving voice services, integrators, and service providers.
6. Experience leading, coaching, and mentoring.

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: 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. Some positions require a valid Arizona Class D driver license at time of application or prior to completion of an initial or promotional probation period. Failure to obtain/maintain the required certification/licensures shall be grounds for termination. 

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.

Physical/Sensory Requirements: Some positions may require the ability to: work with or in the presence of noxious odors; work with noxious or potentially hazardous chemicals, compounds or wastewater products. Safety equipment will be provided by Pima County. 

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.

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