Noc Support Lead

1 month ago

Tucson, United States Pima County Full time

**Position Description**:
**Salary Grade: 11**

The Information Technology Department's Service Desk provides the first point of contact for nearly 7,000 Pima County employees. It's a fast-paced environment where agents have the opportunity to provide customer service in a wide variety of technical areas. NOC Support Lead gains a lot of experience which often leads to promotion into more technical areas within the department.

This recruitment is for a NOC Support Lead position. It is a hands-on position responsible for providing customer service, resolving issues, and escalation when required along with the following skills, the ability to communicate, assimilate information, analyze problems, follow documented procedures/KB articles, and carry out an appropriate course of action.

The Service Desk operates 24 x 7 x 365 and various shifts. This position will work the Monday through Friday day shift but must be able to cover any of the other shifts as necessary including the possibility of working weekends, overnight, and on holidays.

An ACJIS Certification is required after the hire date. A successful background check is also required.

**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 Maintenance and Support**
Performs standard client environment support activities;
Assists in developing and enhancing processes, procedures and systems/routines to improve performance and define/control access to system resources;
Assists in modifying vendor-supplied utilities and packages to comply with existing operating equipment;
Assists in client operating systems (OS) and software installations and associated configurations;
Performs system administration for account, computer and other resource creation and modification requests.

**Administration and Operational Environment Support**
Performs standard operational environment support activities;
Performs service delivery of specific customer segment service level agreements;
Develops and documents processes to improve efficiencies and structure;
Develops and maintains effective working relationships with customers;
Analyzes, evaluates and coordinates resolution and implementation of customer segment needs within service desk and/or IT support environment;
Reviews and analyzes routine and special reports detailing the status or success of customer segment service levels and program efforts;
Administers renewals of customer segment service level agreements;
Monitors customer segment service level compliance and takes corrective action as required;
Executes associated change management test plans related to data center production environment;
Monitors and tracks system availability and up-time statistics on a defined periodic basis;
Assists in monitoring and defining infrastructure systems environment policies, procedures, standards and practices.

KNOWLEDGE & SKILLS:
Knowledge of:

- 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;
- techniques and principles of effective teamwork and continuous improvement methods;
- IT Infrastructure Library for the Incident and Problem Management environment.

Skill in:

- organizing workload, being proactive and progressing multiple tasks and customer requests simultaneously with mínimal supervision and direction;
- researching, analyzing and reporting data;
- written, verbal and interpersonal communications skills;
- presenting, explaining and interpreting service level agreements and program goals, objectives, policies and procedures to customer segments (internal and external to county);
- writing procedures and work instructions;
- adhering to production processes and service level agreements;
- adapting to change and learning disparate technology processes within the environment;
- operating as a member of a team;
- coordinating and communicating with customers/vendors.

**Minimum Qualifications**:
**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 work experience providing support for the maintenance/administration of client computing and/or communications hardware and/or software infrastructure.**

**OR**:
**An Associate's degree from an accredited college, university or technical trade school 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 providing support for the maintenance/administration of client computing and/or communications hardware and/or soft

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