IT Technician 5

State of Nevada•Carson City, NV

4d•Onsite

About The Position

This recruitment is for an IT Technician V vacancy within the Client Services Division of the Governor's Technology Office. This is an IT Technical Lead position working for the GTO Service Desk and is designated as the swing shift lead. They are responsible for training and leading all technicians in the Service Desk environment. The position is based in Carson City, NV and works closely under the supervision of the Service Desk Supervisor and direction from the Service Desk Manager in Carson City. They also provide support to all State agencies employees in the Client Services group and is tasked with providing quality customer service by answering calls and providing one-stop shopping for users by supporting desktop, network, hardware, and software issues. Additionally, this position may be responsible for building up and training Help Desk Techs, installing, configuring, monitoring, and maintaining Windows-based desktop PCs, laptops, PDA phones, NHP/MDC’s tablets, mobile hand-held devices, servers, network equipment, and peripherals across the entire state of Nevada. This position will also be a shift technical lead in the Service Desk environment and will be expected to take additional classes for Supervisory education to help incorporate into the lead role for the Service Desk. Incumbents may also be charged with fixing PCs, monitoring the network, and assisting with Service Desk user support. Statewide travel of 25% is possible within the State of Nevada; therefore, a driver’s license is required. The Help Desk provides 24x7x365 support, so the candidate must be willing to work various shifts that include nights, weekends, and holidays. The candidate must have excellent verbal and written communication skills. The candidate should have experience working in a team environment and a Call Center.

Requirements

Graduation from high school or equivalent education and two years of IT work experience in the installation, maintenance, and repair of network workstation hardware and software; OR one year of relevant experience as an IT Technician IV in Nevada State service; OR an equivalent combination of education and experience.
Must be authorized to work for ANY employer in the U.S.
Excellent verbal and written communication skills.
Experience working in a team environment.
Experience working in a Call Center.
Working knowledge of installation, maintenance, and configuration of workstations and applications.
Working knowledge of network connectivity with regard to network interface cards, IP addressing configurations, and DNS settings.
General knowledge of IP addressing schemes and subnet configuration.
Ability to communicate effectively orally and in writing.
Ability to establish and maintain effective working relationships with others.
Driver's license required.

Nice To Haves

Take additional classes for Supervisory education.

Responsibilities

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.
Provide network support for work group business functions.
Enable data transfer, peripheral sharing, and applications sharing within the work group to include wireless transport methods.
Install and maintain work group operating systems.
Identify and correct hardware and software problems.
Provide effective customer service to users.
Upgrade hardware components on the base unit.
Configure applications for optimum performance.
Establish and maintain effective working relationships with others.
Interview users to identify needs and resolve workstation issues.
Install, configure, monitor, and maintain networks.
Monitor and maintain help desk user support or mainframe and server operations.
Train and lead all technicians in the Service Desk environment.
Answer calls and provide one-stop shopping for users by supporting desktop, network, hardware, and software issues.
Build up and train Help Desk Tech’s.
Install, configure, monitor, and maintain Windows based desktop PCs, laptops, PDA phones, NHP/MDC’s tablets mobile hand-held devices, servers, network equipment, and peripherals across the entire state of Nevada.
Fix PCs.
Monitor the network.
Assist with Service Desk user support.