Administrative Assistant 2 (WOCU), Administrative Services [R0151611]

Nevada System of Higher Education•Las Vegas, NV

1d•Onsite

About The Position

The University of Nevada, Las Vegas (UNLV) is seeking an Administrative Assistant 2 for the Work Order Control Unit (WOCU) within Administrative Services. This role is crucial for ensuring smooth in-office business operations and serving as a primary point of contact for customers. The incumbent will manage service requests, update systems, process requests with external providers, and handle calls to the UNLV Main Line. Responsibilities include determining appropriate procedures for customer requests, escalating issues, and acting as a University Phone Operator and providing administrative support for the Telecom Program and general department needs. This position may provide oversight of student employees but does not supervise lower-level staff.

Requirements

Graduation from high school or equivalent education and two years of clerical and administrative support experience which included experience in one or more of the following areas: maintaining records and files; preparing a variety of materials using a personal computer or word processor; assisting customers in completing forms and applications; and/or performing secretarial duties in support of professional staff; OR one year of experience as an Administrative Assistant I in Nevada State service; OR an equivalent combination of education and experience as described above.

Nice To Haves

TeamDynamix (software) as a support agent
Workday (software) as a financial administrative assistant or financial worktag manager
Working directly with customers to diagnose and resolve issues with billing, procurement, and department services
Requesting/monitoring changes to software systems used by a team of personnel
Develop/update department documentation such as Standard Operating Procedures and User Guides

Responsibilities

Assist UNLV Main Line callers with requests such as transfers, providing information, creating work orders, and performing lookups for status updates.
Establish and maintain help desk reference materials for campus operators.
Train and oversee temporary staff answering calls for the UNLV Main Line.
Collaborate on scheduling to ensure adequate call coverage for the UNLV Main Line.
Act quickly and effectively on direction from leadership in emergency situations while maintaining professionalism.
Perform administrative duties for customer requests to add, change, or remove Telecommunications services.
Update customer information in Call Accounting Software related to device ownership, location, and billing.
Process customer requests for wireless devices and services with the external service provider for the UNLV Wireless Program.
Investigate service and billing issues, correcting errors with customer data.
Provide records of service history upon request or as evidence in investigations.
Perform periodic physical inventories.
Issue and track office supplies.
Retrieve mail.
Review incoming requests for work (tickets) for completeness, initiate approval requests, and verify ticket data prior to billing/closure.
Provide oversight and monitoring of student employees.