Job Description

ABOUT THE POSITION

JOB SUMMARY:

The Clark County Water Reclamation District is seeking qualified candidates to apply for the position of IT Customer Support Specialist I/II. This position will be primarily responsible for:

• Performing tasks related to IT Service Management (Service Desk, Incident and Request Fulfillment (ITIL Framework)
• Asset Management (Technology Inventory)
• Employee and Technology Onboarding and Offboarding
• Performing IT helpdesk customer support by providing information, assistance, training and technical support to District employees regarding the use of computers, networks, terminals and related peripheral hardware and software.

IT Customer Support Specialist I - $23.37 - $36.27 Hourly
IT Customer Support Specialist II - $25.29 - $39.16 Hourly

This examination will establish an Open Competitive and Promotional list to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by the Office of Human Resources.

Human Resources reserves the right to call only the most qualified applicants to the hiring interview.

THIS RECRUITMENT IS LIMITED TO THE FIRST 150 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED.

MINIMUM REQUIREMENTS

Education and Experience:

Customer Support Specialist I - Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications.

Customer Support Specialist II - In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.

Qualifying education and experience must be clearly documented in the \xe2\x80\x9cEducation\xe2\x80\x9d and \xe2\x80\x9cWork Experience\xe2\x80\x9d sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application.

Licensing and Certification: Must possess a valid Nevada Class C driver\'s license at time of appointment.

Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.

Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.

EXAMPLES OF DUTIES

Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems. Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines. Ensures users have needed telephone and wireless systems and features. Analyzes and evaluates possible solutions to problems; advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems; sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone. Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends. Provides technical assistance to District employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment. Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications. Prepares written documentation and instructions for customer use in an operational setting. Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required. Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by District customers; maintains a library of such information for departmental use. Proofreads and edits technical and non-technical materials prepared by others. May develop training materials and exercises; revises and updates curricula as required. May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects. Contributes to the efficiency and effectiveness of the unit\'s service to its customers by offering suggestions and directing or participating as an active member of a work team. Maintains files and may perform a variety of general office support work related to the activities of the unit. Uses standard office equipment and variety of computer hardware and software in the course of the work.

PHYSICAL DEMANDS

Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

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