IT Technician 3

State of Nevada•Northern Nevada, NV

1d•Hybrid

About The Position

This position acts as 1st tier support for the NVHA IT help desk and is primarily responsible for responding to incoming NVHA help desk calls and escalates issues to senior IT staff as needed. Performs routine maintenance on end user workstations; troubleshoots user hardware/software issues; Provides introductory/ongoing training to workstations users. Proficient in 0365 and related applications such as Teams, Outlook, OneDrive, Excel, Word. Assists users with video conferencing solutions such as webex, zoom, teams meetings. Assists with updating help desk technical documentation with direction from senior IT staff. Updates Division's internet site using Optimizely and assist with purchasing requests for IT Operations. The position will be stationed out of the Reno District Office and will require up to 50% travel time to assist supporting two offices in the Reno area and multiple offices remotely throughout the state. Information Technology (IT) Technicians install, configure, monitor, and maintain networks and monitor and maintain help desk user support or mainframe and server operations. Incumbents may perform duties associated with one or more IT specialization areas depending on the needs of the agency.

Requirements

Graduation from high school or equivalent and four years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, two years of which must have included IT work experience in a user support role; OR one year of relevant experience as an IT Technician II in Nevada State service; OR an equivalent combination of education and experience.
Proficient in 0365 and related applications such as Teams, Outlook, OneDrive, Excel, Word.
Detailed knowledge of computer hardware, software, peripherals, and current computer technology and trends.
Detailed knowledge of help desk applications as used for change/problem management.
Working knowledge of commercially available operating systems and applications used by the agency.
Working knowledge of principles and practices of a computer system and peripheral devices as needed to operate and monitor a system.
Working knowledge of user password security principles and practices.
General knowledge of database principles.
General knowledge of network domains and login procedures.
General knowledge of web browser capabilities and the difference between intranets and the Internet.
Ability to analyze problems, develop alternatives, and recommend appropriate solutions.
Ability to assist users with problems and disseminate system information.
Ability to create and maintain specific records/documentation pertinent to the agency's computer system and programs.
Ability to troubleshoot and analyze problems to determine if the problem can be corrected by the operator or if a higher level IT staff member must be called.
Ability to use utilities to check for network connectivity.
Detailed knowledge of computer hardware, software, peripherals, and current computer technology and trends (for Mainframe and Server Operations).
Working knowledge of data processing procedures as needed to fix the job control language or system language and post-process job output.
Working knowledge of job control language or system language.
Working knowledge of job recovery procedures.
Working knowledge of principles and practices of a computer system and peripheral devices as needed to operate and monitor a system (for Mainframe and Server Operations).
Working knowledge of specific computer commands relative to an agency's computer system.
Working knowledge of user password security principles and practices (for Mainframe and Server Operations).
Working knowledge of data processing systems.
General knowledge of database principles (for Mainframe and Server Operations).
Ability to analyze problems, develop alternatives, and recommend appropriate solutions (for Mainframe and Server Operations).
Ability to assist users with problems and disseminate system information (for Mainframe and Server Operations).
Ability to coordinate/maintain run schedules as required in ensuring all user deadlines are met.
Ability to create and maintain specific records/documentation pertinent to the agency's computer system and programs (for Mainframe and Server Operations).
Ability to perform required maintenance on printers.
Ability to prioritize jobs/workload based on time commitments and hardware resources.
Ability to provide quality control of jobs in order to ensure jobs are run correctly.
Ability to troubleshoot and analyze problems to determine if the problem can be corrected by the operator or if a higher level IT staff member must be called (for Mainframe and Server Operations).
Ability to understand and interpret user job schedules (i.e., instructions on sequence and how to run schedules).

Nice To Haves

Experience with Optimizely for website updates.
Experience with purchasing requests for IT Operations.

Responsibilities

Acts as 1st tier support for the NVHA IT help desk.
Responds to incoming NVHA help desk calls.
Escalates issues to senior IT staff as needed.
Performs routine maintenance on end user workstations.
Troubleshoots user hardware/software issues.
Provides introductory/ongoing training to workstations users.
Assists users with video conferencing solutions such as webex, zoom, teams meetings.
Assists with updating help desk technical documentation with direction from senior IT staff.
Updates Division's internet site using Optimizely.
Assists with purchasing requests for IT Operations.
Installs, configures, monitors, and maintains networks.
Monitors and maintains help desk user support or mainframe and server operations.
Participates in the development and revision of policies and procedures related to a functional area.
Reviews policies and procedures for changes applicable to IT.
Maintains operations, tasks, security, and/or functional area logs.
Reviews instructions from other IT staff and corrects or returns for revisions as necessary.
Performs related duties as assigned.
Serves as a leadworker to lower level IT Technicians (under limited supervision).
Performs routine maintenance and identifies backup media problems.