IT Technician 3

State of Nevada•Carson City, NV

1d•Onsite

About The Position

The Division of Public and Behavioral Health, Office of Information Technology (OIT), is recruiting for an IT Technician 3 located in Carson City, NV. The incumbent will work as the Service Desk (SD)/Technical Support/End User Support, providing support (Level 0-1) for agency employees accessing division applications; state-issued computers, laptops, tablets, and cell phones; network software applications; web and cloud-based applications; printers; and other peripherals. The role involves primary SD phone coverage and management of SD emails. Additionally, the incumbent will assist with Adobe duties, including obtaining quotes, managing licenses, and installation. They will also be responsible for obtaining hardware/software quotes and installing software onto end-user devices. The position requires maintaining current knowledge of IT best practices through collaboration, literature review, security awareness, and training. The ability to think clearly, respond during critical situations, use logic, follow through to resolution, plan, coordinate, and lead a team as needed, and work closely with staff is essential. 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 as described above.
Detailed knowledge of: computer hardware, software, peripherals, and current computer technology and trends; help desk applications as used for change/problem management.
Working knowledge of: commercially available operating systems and applications used by the agency; principles and practices of a computer system and peripheral devices as needed to operate and monitor a system; user password security principles and practices.
General knowledge of: database principles; network domains and login procedures; web browser capabilities and the difference between intranets and the Internet.
Ability to: analyze problems, develop alternatives, and recommend appropriate solutions; assist users with problems and disseminate system information; create and maintain specific records/documentation pertinent to the agency's computer system and programs; 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; use utilities to check for network connectivity.
Detailed knowledge of: computer hardware, software, peripherals, and current computer technology and trends.
Working knowledge of: data processing procedures as needed to fix the job control language or system language and post-process job output; job control language or system language; job recovery procedures; principles and practices of a computer system and peripheral devices as needed to operate and monitor a system; specific computer commands relative to an agency's computer system; user password security principles and practices; data processing systems.
General knowledge of: database principles.
Ability to: analyze problems, develop alternatives, and recommend appropriate solutions; assist users with problems and disseminate system information; coordinate/maintain run schedules as required in ensuring all user deadlines are met; create and maintain specific records/documentation pertinent to the agency's computer system and programs; perform required maintenance on printers; prioritize jobs/workload based on time commitments and hardware resources; provide quality control of jobs in order to ensure jobs are run correctly; 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; understand and interpret user job schedules (i.e., instructions on sequence and how to run schedules).

Responsibilities

Provide support (Level 0-1) for agency employees accessing division applications; state-issued computers, laptops, tablets, and cell phones: network software applications; web and cloud-based applications; printers; and other peripherals.
Provide primary SD phone coverage and management of SD emails.
Assist with Adobe duties which would be obtaining all Adobe quotes, adding licenses into the Adobe console, license tracking on ServiceNow, and installing the Adobe software to end-user devices.
Obtain hardware/software quotes.
Provide all standard quotes for PBH/DO Hardware/Software (ex. Dell and Adobe etc.) and once hardware/software has been received, entered to SD and installing software onto end-user devices.
Maintain current knowledge of IT best practices by collaborating with other governmental IT professionals, literature review, security, and training.
Ability to think clearly and respond during critical situations using logic and follow through until situation is resolved or stabilized; plan, coordinate, and lead a team as needed; work closely with staff.
Install, configure, monitor, and maintain networks and monitor and maintain help desk user support or mainframe and server operations.
Perform duties associated with one or more IT specialization areas depending on the needs of the agency.
Participate in the development and revision of policies and procedures related to a functional area.
Review policies and procedures for changes applicable to IT.
Maintain operations, tasks, security, and/or functional area logs.
Review instructions from other IT staff and correct or return for revisions as necessary.
Perform related duties as assigned.
Serve as a leadworker to lower level IT Technicians.
Perform routine maintenance and identify backup media problems.