Airport Service Desk Technician

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

6d•Onsite

About The Position

The Clark County Department of Aviation is seeking qualified candidates to apply for the Airport Service Desk Technician position. This position is responsible for basic technical phone support for the airport's administrative systems and public-facing passenger processing systems. Furthermore, this position will troubleshoot, solve usage problems, and fulfill service desk requests to support computer systems, networks, and related hardware and software across the airport, and escalate issues to higher tiers. Note: DOA is a 24/7 operation. This position involves shift work. Candidates selected for this position should expect to initially work a graveyard shift until the annual Shift Bid. Following the annual Shift Bid, schedules within the hours of operation are assigned based on seniority. Successful candidates should be prepared to work day, swing, or graveyard shifts, as well as weekends and holidays, based on operational need and/or seniority. 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 or may be extended as needed by Employee Services. Employee Services reserves the right to call only the most qualified applicants to the selection process.

Requirements

Associates 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, including one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.
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 to a maximum of two (2) years.
Specified positions may require possession of a valid Nevada Class C driver's license at time of hire.
Candidates must be legally authorized to work in the United States.
Clark County does not provide H1B visa sponsorships or transfers for any employment positions.
Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration.
All prospective hires must present two original government issued ID's upon acceptance of job offer.
Contingent upon a ten year employment and five year residency history record check and the ability to present original identity based documentation in order to meet the requirements for a Security Seal.

Responsibilities

Receives and handles tier one (1) requests for service, following established procedures.
Promptly escalates, allocates calls as appropriate.
Communicates in a friendly manner when providing service and information, projecting a positive image.
Logs incidents and service requests and maintains relevant records.
Identifies and classifies incident types and service interruptions.
Identifies recurring incidents as a problem and provides appropriate awareness.
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems for potential solutions.
May perform security and user account administration.
Escalates high impact/high priority or unresolved incidents.
May prepare written documentation for customer or team use; revises and updates as required.
During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to Service Level Agreement (SLA) and information security requirements.
Evaluates and analyzes resolved support requests for accuracy, consistency, and completion.
Reviews product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by department customers; maintains a library of such information for departmental use.