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Technical Support Analyst (Escalation Team Analyst - Senior) (538)

Pima County Government Tucson ,AZ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description: Escalation Team Analyst - Senior (IT – Technical Support Analyst – Senior) This position, with on-call, evening and rotating shifts, is in the Information Technology Department.The technical support analyst senior for the escalation team will be a key contributor in the ongoing support of Pima County’s Enterprise environment. This position is responsible for issues and request escalating from the Network Operation Center (NOC) and maintenance of the County’s enterprise computing center environment. The successful candidate will also design, develop and integrate processes, and procedures to maintain and support the computing needs of the County and supported agencies. This role requires functional, technical and communication skills with a strong ability to think conceptually and strategically. This position will be mainly focused on escalation support for issues/requests dealing with Active Directory, file system security and access, Microsoft Exchange, Direct Access, SharePoint, AOVPN, KiteWorks, and other Enterprise applications managed by the escalation team at Pima County Information Technology. The successful candidate must be able to work independently, participate on cross-functional teams and be able to effectively present ideas to the team. ITD staff are required to be on-call, on a rotational schedule. ITD staff will provide support for after-hours maintenance and provide ongoing support to staff when required. The technical support analyst senior is responsible for the on-going, efficient, private, and secure operation of the large-scale computing and infrastructure environment. This position is also responsible to ensure a highly reliable/recoverable environment is implemented and maintained to meet business application needs within the entire computing center. This job requires some after-hours work (work outside normal business hours), on-call rotation work, and annual monthly maintenance work. 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 (Work assignments may vary depending on the department's need and will be communicated to the applicant or incumbent by the supervisor.)Client Environment (includes Elected Officials) Maintenance and SupportLeads other IT employees in troubleshooting and resolution of complex client computing and communications hardware, operating software, applications, affiliated software environment and peripherals;Leads client kit hardware, operating system, application and utility software evaluations and recommendations;Leads development and enforcement of client kit software and hardware configuration, deployment and administration procedures and practices;Coordinates the annual definition/upgrading of the client infrastructure and associated component processes and improvement opportunities;Monitors client environment for proper operation within required performance, function and availability expectations and leads root cause analysis where service level agreement (SLA) issues are discovered;Co-leads continuous improvement efforts within sphere of responsibility. Project SupportWorks with project teams to understand client requirements and define appropriate client kit hardware, software and network connectivity solutions;Assists in developing and testing required client kit hardware, operating systems and application configuration requirements;Works with project manager to define client kit environment deployment strategies and schedules;Develops, coordinates and/or provides user training and orientation services per project requirements;Leads development of client kit deployment, support and maintenance procedures;Works with project team to define required post-project implementation operational skill sets and resource demands;Coordinates and executes client kit environment deployments according to defined project schedules, budgets and compliance requirements;Coordinates and executes client kit environment decommissions resulting from new project driven technology deployments and/or upgrades. KNOWLEDGE & SKILLS:Knowledge of:desktop or other operating systems and affiliated software components, services, protocols and technologies, to include office automation applications (e.g., Excel, Visio, Word, PowerPoint) and other vendor commercial applications interfaced into client computing and communications environment;wireless communications equipment such as fixed, portable and mobile radio devices, dispatch console equipment, as well as related radio system and remote site control equipment with working knowledge of FCC rules, regulations and technical standards;IT Infrastructure Library for the Incident and Problem Management environment;Intel desktop computing architectures and affiliated hardware components and technologies including networking, modems, monitors, projection devices and other peripheral devices, to include desktop computing, printer and other peripheral device driver, connectivity configurations and administration utilities (e.g., Microsoft SMS etc). Skill in:organizing workload, being proactive and managing a wide variety of customer requests simultaneously;written, verbal and interpersonal communications;operating within a fast paced, highly technical environment; writing procedures and work instructions;leading others in troubleshooting and resolving complex client computing or communications hardware or software/applications issues;operating as a member of a team;employing quality skill sets and diagnostic tools;being resourceful, self-managed, customer focused and demonstratedability to maintain a solid understanding of client computing and communications deployment, configuration, upgrade and integration concepts;coordinating and communicating with internal and external customers/vendors;employing diagnostic, analytical and conceptual skills with detailed orientation. 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 appointing authority at the time of recruitment and two years of 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 the appointing authority at the time of recruitment and four years of work experience in information technology including two years of experience in the maintenance and administration of client computing or communications hardware and software infrastructure.(Additional relevant work experience/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.): Three (3) years of experience in Tier 2 or Tier 3 level support for computing or enterprise systems.Two (2) years of experience supporting Microsoft Windows Server OS’s; 2012 R2, 2016 or 2019.Two (2) years of experience in Microsoft Server Roles administration; specifically, Active Directory administration, group policy management, File Server Role, DNS, DFS or other Server Role management.Two (2) years of experience administrating Microsoft Exchange 2016 or 2019.Two (2) years of experience administrating Microsoft SharePoint 2013, 2016 or 2019.Two (2) years of experience overseeing enterprise systems performance, diagnose and troubleshoot issues.Two (2) years of experience following, preparing and assisting with change management activities.One (1) year of experience scripting (i.e. powershell, to support windows solutions). 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). 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: Department of Labor regulation CFR Part 1910.1030 requires notification that some positions in this category may have a moderate risk of exposure to blood-borne pathogens. Hepatitis B vaccine will be pro

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