Airport Senior Service Desk Technician

Clark County Department of Aviation•Harry Reid International Airport - Las Vegas, NV

About The Position

The Clark County Department of Aviation is seeking an Airport Senior Service Desk Technician for its Information Systems division. The position provides phone support to internal and external customers and serves as an escalation point for technical issues involving the airport’s administrative systems and public-facing passenger processing systems. It requires advanced troubleshooting knowledge of software applications, systems, and technical issues. The technician may also create assignments for field technicians and track service tickets. The recruitment will establish an Open Competitive Eligibility List for current or future vacancies that may arise within six months, with the possibility of extension. Employment is contingent on pre-employment drug testing and required background and security checks. Permanent employees must maintain their principal residence within Clark County and comply with applicable Nevada vehicle registration and driver’s license laws. Candidates must be legally authorized to work in the United States; Clark County does not provide H1B sponsorships or transfers.

Requirements

Associate degree with major coursework in computer science, information systems, or a field related to the work.
Three years of full-time experience involving the use of telecommunications or personal computers and various standard software applications.
Professional-level experience and/or education that provides the required skills and knowledge may substitute year for year for up to two years of the stated education and experience requirements.
All qualifying education and experience must be documented in the application’s Education and Work Experience sections.
Legal authorization to work in the United States.
Successful completion of a pre-employment drug examination.
Successful education and experience background investigation, FBI fingerprint-based criminal history record check, and ability to obtain and maintain a Transportation Security Administration-mandated security badge.
Ability to satisfy the Customs and Border Protection Security Seal Program requirements, including a ten-year employment and five-year residency history check and presentation of original identity documentation.
Present two original government-issued IDs upon acceptance of a job offer.
Permanent employees must maintain a principal residence within Clark County and provide proof of compliance with Nevada motor vehicle registration and driver’s license laws within 90 days of employment.

Responsibilities

Receive and handle tier-two service requests according to established procedures.
Resolve, escalate, or allocate calls promptly and appropriately.
Provide service and information in a friendly manner and project a positive image.
Log incidents and service requests and maintain relevant records.
Identify and classify incident types and service interruptions.
Recognize recurring incidents as problems and provide appropriate awareness.
Interpret user problems systematically and identify solutions and possible side effects.
Use experience to identify potential solutions to user problems.
Perform security and user account administration.
Escalate high-impact, high-priority, or unresolved incidents.
Prepare, revise, and update written documentation for customer or team use.
Respond systematically to day-to-day operational needs during changes while avoiding service disruptions and maintaining Service Level Agreement and information security requirements.
Evaluate resolved support requests for accuracy, consistency, and completeness.
Review product and system documentation and other written materials to maintain and update knowledge of hardware and software used by department customers.
Maintain a library of hardware and software information for departmental use.
Provide phone support and serve as an escalation point for technical issues involving airport systems.
Create assignments for field technicians and track service tickets when tasked.