It Customer Support Specialist I​/Ii

The Clark County Finance Department – Enterprise Resource Planning (ERP) office is seeking qualified candidates for the ERP IT Customer Support Specialist I/II position. As part of the change management team, you will respond to customer support requests, providing comprehensive end-user assistance for ERP systems. Key duties include supporting users with system processes and navigation, maintaining user accounts, and performing password resets.

You will also triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, and deliver high-quality customer service throughout the ticket lifecycle. In addition, you will participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.

IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly

IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly

The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II.

This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources.

Human Resources reserves the right to call only the most qualified applicants to the selection process.

Some of the positions may be confidential positions and are excluded from membership in the union.

Some of the positions may be non-union positions and excluded from membership in the union.

Customer Support Specialist I
- Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis.

Customer Support Specialist II
- In addition to the above:
Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.

All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources.

Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.

Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsor ships or transfers for any employment positions.

Employment is contingent upon the results of a pre-employment drug examination.

• Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.
• Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.
• Ensures users have needed telephone and wireless systems and features.
• Analyzes and evaluates possible solutions to problems.
• Advises customers regarding problem resolution and…