IT Technician 4 - Help Desk

State of Nevada•Carson City, NV

1d•Onsite

About The Position

This IT Technician IV position is with the Secretary of State IT Division in Carson City. It primarily monitors help desk user-support calls and email requests and ensures that they are recorded and tracked using the help desk application. The incumbent identifies and determines how to resolve problems, either directly or by referring them to higher-level technicians; supports desktop systems and peripherals; assists with agency website updates; and performs Windows imaging of desktop systems. Prior help desk or desktop support experience is preferred. IT Technicians install, configure, monitor, and maintain networks, and monitor and maintain help desk user support or mainframe and server operations. Duties may span one or more IT specialization areas depending on agency needs. Under limited supervision, this level performs advanced journey-level duties and may serve as a project leader or lead worker and train IT Technicians at the same or lower level. Applicants must be authorized to work for any employer in the United States. The employer cannot sponsor or take over sponsorship of an employment visa. The recruitment may close without further notice depending on the number of applications received.

Requirements

High school graduation or equivalent and five years of experience using the fundamentals of typical computer systems, operating systems, applications, and peripherals, including three years of IT work experience in a user-support role; or one year of relevant experience as an IT Technician III in Nevada State service; or an equivalent combination of education and experience.
Detailed knowledge of commercially available operating systems and applications used by the agency.
Detailed knowledge of help desk application configuration as used for change/problem management.
Detailed knowledge of computer systems and peripheral devices sufficient 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.
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 helping monitor program tests, reviewing computer output, and identifying errors.
Ability to restore data from backup media.
Must be authorized to work for any employer in the United States; employment visa sponsorship or takeover of sponsorship is not available.

Nice To Haves

Prior help desk or desktop support experience.

Responsibilities

Monitor help desk user-support calls and email requests and ensure they are recorded and tracked in the help desk application.
Identify and resolve problems or refer them to higher-level technicians as appropriate.
Support desktop systems and peripherals.
Assist with agency website updates.
Perform Windows imaging of desktop systems.
Participate in developing and revising 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 them or return them for revision as necessary.
Provide training to IT Technicians at the same or lower level when serving as a lead worker.
Perform related duties as assigned.