IT TECHNICIAN 3

This position acts as 1st tier support for the NVHA IT help desk and is primarily responsbile for responding to incoming NVHA help desk calls and escaltes issues to senior IT staff as needed. Performs routine maintenance on end user workstations; troubleshoots user hardware/software issues; Provides introductory/ongoing training to workstations users. Proficient in 0365 and related applications such as Teams, Outlook, OneDrive, Excel, Word. Assists users with video conferencing solutions such as webex, zoom, teams meetings. Assists with updating help desk technical documentation with direction from senior IT staff. Updates Division’s internet site using Optimizely and assist with purchasing requests for IT Opeations. The position will be stationed out of the Reno District Office and will require up to 50% travel time to assist supporting two offices in the Reno area and multiple offices remotely throughout the state.

Information Technology (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., 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 may serve as a leadworker to lower level IT Technicians. Typical tasks include performing routine maintenance and identifying backup media problems. This is the journey level in a large department.

Knowledge, Skills, and Abilities

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.

Help Desk Support: 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.

Mainframe and Server Operations: 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).

Do you have experience in IT department experience?, Do you have a High school diploma or GED?, 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.