DPS Service Employee - IT

Arizona Department Of Public Safety; Phoenix (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

The Arizona Department of Public Safety, Information Management Bureau, seeks an IT DPS Service Employee to support computer networks and peripheral equipment in a full-time, entry-level role. The position offers progression toward a Computer Network Help Desk Operator after one year and an examination process, with duties expanding as experience grows.

Under supervision, you will provide technical support, ensure user satisfaction, and coordinate with vendors during outages.

Qualifications

• Requires a high school diploma or equivalent with general knowledge of computer concepts.
• Strong customer service etiquette and effective communication skills.
• Basic troubleshooting, IT knowledge, and adaptability to a fast-paced environment.

Responsibilities

• Provides technical support across Help Desk, PC/Desktop, web, and mobile devices.
• Maintains user satisfaction by diagnosing and resolving issues promptly.
• Reports problems to vendors during outages and communicates fixes clearly.
• Operates and monitors network equipment to ensure system availability.
• Responds to password resets and configuration changes, including remote assistance.
• Maintains security and performance of the Criminal Justice Information System.

Skills

Customer service

Shift availability

General IT knowledge

Troubleshooting basics

Team and solo work

Adaptability

Call center experience

Education

High school diploma

Job description

The IT DPS Service Employee in the Information Management Bureau (IMB) is a full-time, entry-level position in computer network operations. The position is designed to equip the incumbent with the skills, training, and experience necessary to potentially advance to the role of Computer Network Help Desk Operator. Promotion to this role may be achieved after satisfactory performance during a one-year period and successful completion of the Computer Network Help Desk Operator examination process. This classification is designated asuncovered. Incumbent serves at the pleasure of the Director of the Arizona Department of Public Safety.

The Service Employee is responsible for computer network operations, including managing a large-scale, systems-oriented electronic digital computer and its peripheral equipment. Additional duties may be assigned.

If you have a disability which may require a reasonable accommodation, please notify Human Resources in writing.

Under direct supervision, the incumbent provides technical support by leveraging a broad understanding of computer systems, products, and services. Responsibilities include maintaining IT service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems. The role involves work of average to above-average difficulty and includes related duties as assigned.

• Technical Support: Provides technical support across various areas, including Help Desk, Internet, PC/Desktop systems, web, computer operations, and mobile devices (iPhone, Android, etc.).
• User Satisfaction: Ensures user satisfaction by diagnosing and resolving issues promptly. Identifies, researches, isolates, and resolves complex technical problems, escalating issues requiring further attention to the appropriate personnel.
• Vendor Coordination: Reports problems to vendor service representatives during outages to ensure timely correction action and quick restoration of system services.
• Communication: Communicates with customers both orally and in writing regarding procedures for renewing passwords and resetting equipment (e.g., modems, controllers, terminals, printers, etc.). Ensures that special instructions and unresolved hardware/software issues are conveyed during shift changes.
• Network Operations: Operates computer network equipment to ensure continuous system availability to customers, providing criminal justice information to local, state, and federal law enforcement agencies.
• System Monitoring: Observes and interprets computer and network system messages to ensure timely responses to computer commands and swift resolution of system issues caused by hardware, software, or power failures.
• Resource Allocation: Monitors the Criminal Justice Information System to ensure efficient use and allocation of computer resources, maintain satisfactory response times, provide timely information to law enforcement agencies, and ensure police officer safety.

KNOWLEDGE OF:

• Principles, capabilities, and operation of modern data processing systems and software.
• Basic computer components (e.g., memory, disk storage, tapes, terminals, printers, etc.).
• Basic data communications terminology.

ABILITY TO:

• Perform detailed keyboard work with a high degree of accuracy.
• Follow detailed verbal and written instructions.
• Establish and maintain cooperative relations with customers, vendors, and other personnel.
• Communicate effectively, both orally and in writing.
• Apply problem-solving techniques and adopt appropriate courses of action.
• Complete work activities using established procedures and guidelines.
• Operate computer/network equipment (e.g., line monitors, terminals, consoles, etc.).
• Read and interpret technical reference manuals to resolve computer/network problems.
• Provide remote assistance.
• Access and reset passwords in a server environment.

MINIMUM QUALIFICATIONS:

Requires a high school diploma or equivalent. Any combination of education, training, or experience which provides a general knowledge of computer or data processing concepts.

ADDITIONAL REQUIREMENTS:

• Excellent customer service etiquette.
• Availability to work any shift.
• General IT knowledge.
• Basic troubleshooting skills.
• Ability to thrive in both team and individual settings.
• Adaptability to a changing environment.
• Work in a fast-paced, call center environment.

FLSA Status: Non-Exempt