Summary Statement

The Arizona Department of Public Safety is seeking motivated and experienced personnel to join our team. The Computer Network Help Desk Operator works under general supervision, provides technical support by applying a broad understanding of computer systems products and services. Maintains information technology service, functionality, and user satisfaction by answering questions, trouble shooting, and resolving more complex problems. Responsible for work of average difficulty. Performs related duties as assigned. This recruitment will be used to establish an eighteen (18) month eligibility list to fill our current and future vacancies. This is a competitive classification.
Recruitment may close without notice.

1. Provides technical support by applying a broad understanding of systems products and services in all of the following areas: help desk, Internet, PC/desktop systems, printers, web, and computer operations.

2. Supports department operations which includes but is not limited to, Active Directory, MDC, VPN, Token, and Criminal Justice Information Systems networks by providing technical support and delivering reliable high-performance assistance, customer service, and technical services.

3. Resolves complex issues regarding operations, including installations, setups, error messages, online transactions, and system status or downtime procedures. Coordinates with other information technology units and/or users to determine requirements.

4. Monitors and controls systems, networks, and equipment for the State of Arizona criminal justice and law enforcement agencies.

5. Ensures user satisfaction by diagnosing and quickly resolving issues. Recognizes, researches, isolates, and resolves complex technical problems. Escalates problems requiring additional repairs, training, or follow-up to appropriate technical, professional, or support personnel.

6. Maintains service and proper systems functionality by interacting with technical support staff, applications development, PC Support, and other information systems contacts to identify and resolve system problems.

7. Recommends systems or production environment modifications as appropriate.

8. Coordinates calls as necessary for system, product, or hardware maintenance dispatches.

9. Coordinates system outage response by escalating problem resolution and notifying management and users as appropriate.

10. Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log within an enterprise trouble-ticketing system.

11. Remains current on job-specific expertise.

12. Communicates verbally and in writing with unit personnel to ensure that special instructions and outstanding hardware/software problems are relayed for shift changes.

13. Monitors computer room safety and security to prevent unauthorized access to protect equipment, staff, sensitive information, and files unique to the State of Arizona and the Department.

Knowledge, Skills, and Abilities Required

Knowledge of:

1. the principles, capabilities, and operation of computer systems and networks.
2. remote desktop control tools to troubleshoot and evaluate issues via telephone.
3. computer helpdesk operating procedures.
4. problem escalation procedures.

Skill in:

1. recognizing, identifying, analyzing, and correcting hardware and software malfunctions for computer and network problems.
2. communicating with customers regarding technical needs and computer system problems.
3. entering issues into the Help Desk ticket tracking application and escalating tickets to higher support functions as needed.

Ability to:

1. provide excellent and courteous customer service, even in high stress or contentious situations.
2. follow detailed verbal and written instructions.
3. work effectively with customers, vendors, and other data processing personnel.
4. use good judgment and caution to ensure computer procedures are executed properly.
5. utilize technical reference manuals to resolve problems.
6. communicate effectively both orally and in writing with Department employees and customers.
7. analyze and troubleshoot hardware and software problems.
8. complete work activities using established procedures and guidelines.
9. complete work activities with minimal supervision.
10. take responsibility for actions.

Minimum Qualifications

Minimum Qualifications

Requires one (1) year of experience in a help desk or computer support role.

Working Conditions/Physical Requirements:
Office setting.
May be required to sit for extended periods of time.

Additional Requirements:
Holidays, weekends, irregular hours, and shift work may be required with possible extension of shift hours, at times with short notice.

Must successfully complete the examination process.

FLSA Status: Non-Exempt

Progression to the next step requires an overall performance rating of at least "Standard" in the last 12 months.