IT TECHNICIAN 4 - Help Desk Support

The Division of Social Services (DSS) is currently recruiting for an IT Technician 4 located in the Information Services Helpdesk Unit either in Carson City. The incumbent will be responsible for providing technical assistance and program support to over 2000 end users: including DSS field staff, Child Support Enforcement Program area offices, District Attorney Offices, as well as other State and Federal agencies. The IT Technician IV will be responsible for providing tier-one support to its clients by addressing customer issues through the agency ticketing system, phone and email support, as well as providing remote assistance. The incumbent should have excellent customer service and communication skills, as well as a strong foundation in technical problem solving. Duties may include supporting users with password resets, installing and configuring computer software, analyzing and diagnosing application errors, and addressing program related issues. The incumbent must be able to identify the affected system, verify the extent of the issue, report findings to management, and ensure that all end users are notified in a timely manner of system wide failures and restorations. If the IT Technician is unable to resolve the issue at the helpdesk level, then the technician must be able to escalate the problem to tier two support, providing written analysis through the agency ticketing system. Some weekend and after-hours work may be required., 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.

Under limited supervision, incumbents perform advanced journey level duties and may serve as a project leader or lead-worker and provide training to IT Technicians at the same level or lower. For Network Operations and Support positions, this level may be used as either a trainee for the next level in the series, or as a permanently allocated sub-journey level.

Graduation from high school or equivalent and 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; OR one year of relevant experience as an IT Technician III in Nevada State service; OR an equivalent combination of education and experience as described above., This job specification lists the major knowledge, skills and abilities of the job and is not all inclusive. Incumbent(s) will be expected to have knowledge, skills and abilities from a previous level.

Detailed knowledge of: commercially available operating systems and applications used by the agency; help desk applications configuration as used for change/problem management; principles and practices of a computer system and peripheral devices as needed to monitor a system; user password security principles and practices.

Working knowledge of: database principles; network domains and login procedures; 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; network troubleshooting.

Ability to: create and use disk images; provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy; provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors; restore data from backup media., + Graduation from high school or equivalent and 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.

• One year of relevant experience as an IT Technician 3 in Nevada State service.
• An equivalent combination of education and experience as described above.
• None of the above.

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A pre-employment criminal history check and fingerprinting are required. Persons offered employment in this position will be required to pay for these items. Can you meet this requirement?

• Health Insurance: Medical, dental, life, and disability insurance programs for employees and their dependents/family are offered through the Public Employees' Benefits Program (PEBP).
• Vacation: Accrual of three weeks of annual leave each year.
• Sick Leave: Accrual of three weeks of sick leave each year.
• Holidays: 12 paid holidays per year.
• Retirement: Participation in the Nevada Public Employees Retirement System (PERS). Employees do not contribute to Social Security but will contribute to PERS if their position is at 50% or more full-time equivalency. For more information on how PERS service may impact Social Security benefits, visit the SSA publication.
• Deferred Compensation: The State offers a voluntary Deferred Compensation Program.
• No Nevada state income tax.
• Public Service Loan Forgiveness: Eligible due to public sector employment.
• Longevity Payments Eligibility: Employees who have received a performance rating of "standard" or better and have completed eight (8) or more years of continuous service are eligible for longevity pay.