IT Technician 4, Information Technology [R0150732]

Nevada System of Higher Education•Las Vegas, NV

7d•$56,689•Onsite

About The Position

The IT Technician 4 provides Help Desk support, offering a range of assistance to customers regarding their technical needs and usage. This role involves performing advanced journey-level duties, potentially serving as a project leader or lead-worker, and providing training to other IT Technicians. For Network Operations and Support positions, this level may also serve as a trainee for the next level or as a permanently allocated sub-journey level. The specialty area for this position is Help Desk Support, where incumbents monitor help desk user support, ensure all calls are recorded and tracked, identify and resolve problems, assist with logon/logoff procedures, determine the nature of outages, post changes to the intranet, clone or restore PC images, restore applications and data from backup media, assist users with various technical problems, instruct users on PC operation, and identify Internet protocol (IP) addresses for network connectivity issues. Duties include providing and monitoring phone support, resolving general technology needs, assisting with password resets, coordinating service requests, documenting all activities in the IT ticketing system, installing software, resolving desktop issues, assisting with network connections, serving as a point of contact for IT support between departments, coordinating account administration, reviewing service requests, conducting customer callbacks, providing follow-up services, updating service tickets, and participating in the testing and documentation of new or changed services, tools, or applications.

Requirements

Graduation from high school or equivalent.
Five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals.
Three years of which must have included IT work experience in a user support role.
Detailed knowledge of commercially available operating systems and applications used by the agency.
Detailed knowledge of help desk applications configuration as used for change/problem management.
Detailed knowledge of principles and practices of a computer system and peripheral devices as needed to monitor a system.
Detailed knowledge of user password security principles and practices.
Working knowledge of database principles.
Working knowledge of network domains and login procedures.
Working knowledge of web browser capabilities and the difference between intranets and the Internet.
General knowledge of at least one programming language, such as Pascal, COBOL, Natural, Fortran, BASIC, or html for understanding as applies to queries used in common applications.
General knowledge of network troubleshooting.
Ability to create and use disk images.
Ability to provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy.
Ability to provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors.
Ability to restore data from backup media.
Ability to perform all knowledge, skills, and abilities required at the lower levels in the same IT Technician specialization.

Nice To Haves

Prior customer service experience in a technical or service-oriented environment.
Previous IT Help Desk or user support experience in a high-volume setting.
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Ability to work independently with limited supervision and exercise sound judgment.
Strong organizational skills, with the ability to plan, prioritize, and manage multiple tasks effectively.
Experience supporting enterprise IT environments (e.g., Active Directory, domains, imaging, backup/restoration, ticketing systems).
Experience serving as a lead worker, mentor, or trainer to peers or less-experienced staff.
Experience working in a higher education environment.
Commitment to collaboration, respect for others, and high-quality customer service.

Responsibilities

Provide and monitor phone support for faculty, staff, and students.
Resolve general technology needs, assist with use, error resolution, password resets, and service request coordination, referral, and escalation.
Document all requests, work, and related communication in the IT ticketing/service management tool.
Install software and resolve general desktop issues.
Assist with network connections, both wired and wireless.
Serve as a single point to coordinate IT support between departments.
Coordinate account creation, deletion, and modification.
Assist with logon/logoff procedures for mainframes, servers, and the network.
Review service requests, conduct customer call back activities, provide follow-up services, and update service tickets.
Take corrective action where appropriate.
Participate in testing, documentation, etc., of new or changed services, tools, or applications.