IT Technician , Information Technology R0150732

Overview

The University Of Nevada, Las Vegas (UNLV) invites applications for the IT Technician 4, Information Technology [ R0150732]. This role provides Help Desk support and a range of assistance to customers regarding technical needs and usage.

• Help Desk Support – provide/monitor phone support for faculty, staff and students, resolve general technology needs, assist with use, error resolution, password resets, and service request coordination, referral and escalation. Document all requests, work, and related communication in the IT ticketing/service management tool.
• Field Support – install software, resolve general desktop issues, assist with network connections both wired and wireless, serve as a single point to coordinate IT support between departments.
• Account Administration – coordinate account creation, deletion and modification; assist with logon/logoff procedures for mainframes, servers, and the network.
• Ticket Tracking, Review, and Follow Up – review service requests, conduct customer call back activities, provide follow-up services, update service tickets, and, where appropriate, take corrective action.
• Implementation Assignments – testing, documentation, etc. of new or changed services, tools, or applications.

Minimum Qualifications

Help Desk Support:
Graduation from high school or equivalent and five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, three years of which must have included IT work experience in a user support role; OR one year of relevant experience as an IT Technician III in Nevada State service; OR an equivalent combination of education and experience.

(See Special Requirements)

ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES (required at time of application):
Detailed knowledge of: commercially available operating systems and applications used by the agency; help desk applications configuration as used for change/problem management; principles and practices of a computer system and peripheral devices as needed to monitor a system; user password security principles and practices. Working knowledge of: database principles; network domains and login procedures; web browser capabilities and the difference between intranets and the Internet.

General knowledge of: at least one programming language, such as Pascal, COBOL, Natural, Fortran, BASIC, or html for understanding as applies to queries used in common applications; network troubleshooting. Ability to: create and use disk images; provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy; provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors;

restore data from backup media; and all knowledge, skills, and abilities required at the lower levels in the same IT Technician specialization.

Preferred Qualifications

• Prior customer service experience in a technical or service-oriented environment
• Previous IT Help Desk or user support experience in a high-volume setting
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
• Ability to work independently with limited supervision and exercise sound judgment
• Strong organizational skills, with the ability to plan, prioritize, and manage multiple tasks effectively
• Experience supporting enterprise IT environments (e.g., Active Directory, domains, imaging, backup/restoration, ticketing systems)
• Experience serving as a lead worker, mentor, or trainer to peers or less-experienced staff
• Experience working in a higher education environment
• Commitment to collaboration, respect for others, and high-quality customer service

A successful candidate will contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit. Salary:
Grade 32 Step 1, salary $56,689.20. In accordance with NAC 284.170, initial appointments to classified positions typically begin at Step 1 of the assigned grade.