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

University of Nevada Las Vegas•Las Vegas, MD

1d•Onsite

About The Position

Administrative Assistant 2 positions in WOCU are responsible for ensuring all in-office business operations are completed according to department standards. Incumbents are the first point of communication for customers interacting with UNLV; they are responsible for redirecting service requests to service providers, updating systems of record, processing requests with external service providers, and answering calls to the UNLV Main Line. Work is requested via email, phone call, as a service request (ticket), and in-person. The incumbent is responsible for determining the appropriate set of procedures to follow, and actions to take, to facilitate the customer's request, including escalation/transfer of the request to a subject matter expert.

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 that require further action, such as: transferal to a University employee, providing accurate information, assisting with the creation of work orders, and performing lookups for status updates on in progress requests.
Establish and maintain help desk reference materials used to train and support campus operators.
Train and oversee the work of temporary staff answering calls in the call tree for the UNLV Main Line.
Collaborate on scheduling to ensure enough staff are answering calls in the call tree for the UNLV Main Line to meet the call demand.
In the event of an emergency, act on direction provided from leadership and authorities quickly and effectively while managing their response to the situation in a professional manner.
Perform administrative duties for customer requests to add, change, or remove Telecommunications services.
Update customer information related to device ownership, location, and billing in the Call Accounting Software.
Process customer requests for wireless devices and services with the external service provider for the UNLV Wireless Program.
Investigate issues with service and billing, correcting errors with customer data.
Provide records of service history, upon request or as evidence in investigations.
Perform periodic physical inventories.
Issue/track office supplies.
Retrieve mail.
Review incoming requests for work (tickets): Intake: Ensure information is complete and ready for action by a subject matter expert. Approvals: Initiate approval requests. Verification: Prior to billing/closure, verify ticket data is fully updated and clear for finalization.
Provide oversight and monitoring of student employees.