IT Professional I - Support Services

IT Professional I – Support Services

The Information Technology Services (ITS) Unit of the Legislative Counsel Bureau (LCB) is seeking a diverse pool of qualified applicants for the position of IT Professional I – Support Services within the Administrative Division. The LCB is a nonpartisan, legislative service agency that provides professional, technical and administrative support to the Nevada Legislature, which convenes biennially in odd-numbered years for 120-day sessions and for rare special sessions during the interim periods.

The ITS Unit provides technical support to legislators, legislative staff and the LCB. This is a full-time position located in Carson City, Nevada.

Salary up to $100,098 (employee/employer paid retirement plan)

Under the general supervision of the IT Professional IV – Support Services, the IT Professional I
- Support Services will provide general support for hardware, software and networks to legislators, legislative staff and the LCB both in a help desk setting and through field services. Responsibilities of the IT Professional I
- Support Services may include, without limitation:

• Providing first-class customer service to legislators, legislative staff, the LCB and, occasionally, members of the public;
• Supporting the smooth operation of technology systems during public meetings;
• Collaborating with other LCB units and divisions to provide a seamless experience for all users;
• Routing and responding to requests for support in person or through email, ticket or chat in a timely manner;
• Preparing documentation of work performed in the IT Service Management Tool (ITSM);
• Updating and maintaining unit run books as solutions change and the environment evolves;
• Installing, configuring, maintaining and troubleshooting client hardware such as desktops, laptops, printers, scanners and mobile devices;
• Installing, configuring, maintaining and troubleshooting commercial off-the-shelf (COTS) software and in-house line of business (LOB) software;
• Overseeing limited administration of network, server and unified communication systems;
• Overseeing the work of entry-level IT professionals or technicians, especially during the legislative session;
• Participating in projects within Support Services, such as hardware inventory/lifecycle management and performing mass user onboarding/offboarding duties;
• Assisting with initiatives and projects within the ITS Unit as necessary; and
• Performing other duties as assigned.

The IT Professional I
- Support Services will be selected with special preference given to the candidate's training, experience and aptitude in the fields of help desk, service desk and end-user computing services. A qualified candidate must have: (1) a valid driver's license; (2) a high school diploma/GED and at least 3 years of professional experience in information technology, or an equivalent combination of education and experience.

Valid CompTIA certifications may substitute for up to 1 year of experience.

The ideal candidate will demonstrate:

• Expertise in delivering exceptional customer service to end users from diverse backgrounds and skill levels;
• The ability to work both independently and with a team;
• Experience with troubleshooting and repairing computer hardware;
• Proven experience with managing end-user aspects of enterprise Software as a Service (SaaS), such as Microsoft 365 or Google Apps for Enterprise, including, for example, licensing, password resets and group permissions;
• Proficiency with the Microsoft Office suite;
• Experience with ITSM platforms, such as HaloPSA/HaloITSM, Service Now, N-Able, Manage Engine, Freshdesk, Ivanti Heat, Connect Wise PSA, Sys Aid and Team Dynamix;
• Experience with imaging platforms, such as Microsoft Deployment Toolkit, PDQ Smart Deploy, Acronis Snap Deploy and Symantec Ghost;
• Familiarity with Remote Monitoring and Management (RMM) platforms, such as Ninja One, Atera, Pulseway, Super Ops, Syncro, N-Able and Naverisk;
• Experience with remote support tools such as Ninja Remote, Connect Wise Control/Screen connect, Bomgar, Splashtop, Dame Ware and Team Viewer;
• Knowledge of print management platforms, such as Printer Logic, Printix and Paper Cut; and
• The ability to…