Role and Responsibilities The PCLAN technician role within Agency is the face of ITG (Information Technology Group) These technicians are out with internal customers on a daily basis resolving issues and working as a liaison to other divisions within Agency.  

Duties Include:

• Server Support, Desktop support, support customers on the Agency network;
• Fix computer related problems 
• Troubleshoot hardware problems 
• Research and implement potential solutions
• Support agency’s warranty and non-warranty computer and printer repair work and assist with assigned project tasks.
• Ensures compliance with standards for systems software and documentation.
• Teach customers how to use PC related software and hardware.
• Implements software patches, security fixes, and tests and validates modified system configurations.
• Install and configure PC hardware, software and peripherals.
• Assist with major deployments of hardware and software.
• Monitors system reliability and availability.
• Attend section staff meetings.
• Complete mandatory training classes and other classes as assigned.
• Travel between sites to accomplish tasks.
• Perform preventive maintenance on hardware and software packages to include client and server platforms.
• Teach new staff members how to troubleshoot problems, setup and install, network related hardware, software and other peripherals.
• This position will require daily travel to work sites

Qualifications and Education Requirements

• General working knowledge of infrastructure technologies and in-house developed applications utilized in the enterprise
• Ticketing and Department operating procedures
• Knowledge of Microsoft products including operating systems and Office
• Knowledge of Google email and standard Suite of products
• Computer hardware configuration and repair knowledge
• Knowledge of Ethernet network topology to assist with troubleshooting network issues
• Knowledge of IT infrastructure industry standards and best practices
• Advanced troubleshooting skills
• Problem definition and alternative analysis skills
• Experience with Active Directory
• Experience with Windows 10
• Experience with Windows 7
• Experience with Server 2008 and Server 2012 engineering
• Experience with Backup solutions
• Time Reporting
• MS System Center Operations Manager 2012 R2
• Minimum 4 years of current working experience in an IT field
• Must have a current AZ Driver’s license with a good driving record - 39 month review will be conducted
• Must be able to achieve an ACJIS Certification and pass an Arizona Criminal Justice
• Investigation with fingerprint and Criminal background check.
• Associate/Bachelor degree in a related field is preferred

Skills

• Strong customer service skills
• Excellent interpersonal, written and oral communication skills with ability to adjust message to audience
• Knowledge of Apple devices including iOS and MacOS is a plus
• Advanced troubleshooting and problem solving skills
• Excellent self-organization and time management skills
• Ability to work collaboratively in teams and across organizations
• Ability to synthesize feedback and adjust plans accordingly
• Ability to develop and write technical documentation
• Ability to evaluate and test emerging technologies
• Ability to apply creative solutions to business problems to ensure business needs are most effectively met
• Resource will be working in a professional environment and will be held to a dress code standard.
• Position requires ACJIS Certification (Arizona Criminal Justice Information System) is provided by Agency and is the full background check with fingerprinting, then the candidate is required to pass a written test in order to work on our Agency Enforcement Officers (our Agency Police for the Public) devices.
• Position will require extensive daily travel. Resources will need to have the ability to drive to various locations throughout the Phoenix Metro area as needed using Agency Vehicle.
• Infrequently, travel with possible overnight stays within AZ may be offered on a volunteer basis.
• Candidates cannot have any criminal records at all throughout their entire history in any state and no DUI's (Driving under the Influence)