Service Desk Administrator II

Overview

Service Desk Administrator II
Reno–Tahoe Airport Authority (RTAA)
Reno, NV

IT Support Specialist
• Microsoft Active Directory
• Desktop Support
• Cloud Platform
• A/V Support

The Reno-Tahoe Airport Authority (RTAA) is seeking an experienced Service Desk Administrator II to join the Technology and Information Systems department. Reporting to the Manager of Information Technology, the Service Desk Administrator II delivers exceptional customer support and ensures the smooth operation of organizational computer systems, laptops, and peripherals through a ticketing system. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading desktop hardware and related equipment to maintain optimal workstation performance.

This role serves as the primary point of contact for planning and supporting Audio/Video technology for meetings. The administrator will troubleshoot technical issues—whether in person, by phone, or via remote assistance—promptly and accurately, providing end-user support as needed.

Additional duties include managing purchasing and vendor relationships for software, hardware, and managed service providers. The position requires the ability to perform tasks independently with minimal supervision.

As a Service Desk Administrator II
, this individual will also mentor and provide guidance to Level I internal and external staff. This includes assisting with technical problem-solving, sharing best practices, and supporting professional development to ensure consistent service quality across the team.

A fully completed online RTAA Employment Application must be received by 11:59 p.m., Sunday, March 8th, 2026
. Apply ASAP as the position will close without notice when enough applications are received to make a hiring decision.

RTAA invests in our employees and treats them with respect. Through career development, health programs, team-building activities, and employee assistance programs, we want our employees to live fulfilled lives and we strive to help them achieve their goals, no matter what they may be. The RTAA offers a positive, professional work environment that values teamwork, honesty, respect, recognition, integrity, innovation, versatility and excellence.

We are an organization that demonstrates forward-thinking, employee-focused values with a highly skilled and engaged workforce. Our employees are the current and future strength of the organization. From employee events and outings to volunteer opportunities, to multiple levels of recognition, we are working hard to take care of our most important asset: our people.

The Service Desk Administrator role exists to assist the RTAA with technology problems and service requests via a help desk tracking system. This includes supporting and maintaining organizational computer systems, desktops, and peripherals in person, by telephone, or via work order.

• Mentor Level I internal and external staff for the below duties and act as an escalation point.
• Monitor and answer ticketing system requests to provide assistance for computer related problems including hardware, software, telephones, printers, peripherals, and related equipment. Management of ticketing system includes appropriate assignment of tickets to IT resource for resolution.
• Conduct research to understand, explain, and resolve technology issues.
• Communicate updates to users that have been or may be affected by a problem.
• Ensure response times are quick and effective to appropriately resolve requests.
• Initiate onboarding and offboarding procedures for users into the system.
• Assist with the administration of e-mail, remote access, and internet services for the RTAA.
• Assist users with audio/video technology assistance as required.
• Manage mobile devices using MDM.
• Monitor inventory of IT supplies and purchase as needed.
• Create and maintain IT documentation of procedures, assets, problems, resolutions, and other information necessary for efficient operations.
• Assist end users with unlocking accounts, resetting passwords.
• Support and maintain organizational hardware and equipment while ensuring optimal workstation performance.
• Support…