Airport Senior Service Desk Technician

Harry Reid international airport; Las Vegas (NV); On-site; USD 60,000 - 85,000; Full time

Job summary

Clark County Department of Aviation is seeking a qualified Airport Senior Service Desk Technician for the Information Systems division. The role provides essential phone support for internal and external customers and serves as escalation contact for incident resolution affecting airport systems.

Experience includes troubleshooting software applications, systems, and creating assignments for field technicians; the position may track service tickets and ensure proper documentation and adherence

Qualifications

• Associates degree in computer science, information systems or related field and 3+ years of full-time experience with telecom/PCs and software.

Responsibilities

• Receives and handles tier two service requests following established procedures.
• Promptly resolves, escalates, and allocates calls as appropriate.
• Logs incidents and service requests and maintains records.
• Identifies incident types and service interruptions and documents resolutions.
• Prepares written documentation for customer or team use and updates as required.
• Adheres to SLA and information security requirements during daily operations.

Skills

Phone support

Escalation handling

Customer service

Troubleshooting

Education

Associate degree in Computer Science / Information Systems

Tools

Ticketing system

Remote desktop tools

Job description

The Clark County Department of Aviation is seeking qualified candidates to apply for the Airport Senior Service Desk Technician position for our Information Systems (IS) division. This position provides essential phone support for both internal and external customers and serves as a point of contact for escalation in resolving technical issues for the airport’s administrative systems and public-facing passenger processing systems vital to airport operations. Further, this position provides a higher level of expertise and deeper knowledge of troubleshooting software applications, systems, and issues. Also, this position may be tasked with creating an assignment for field technicians and tracking service tickets.

THIS RECRUITMENT IS LIMITED TO THE FIRST 250 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED.

This examination will establish an Open Competitive Eligibility List to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services.

Employee Services reserves the right to call only the most qualified applicants to the selection process.

Education and Experience:

Associates degree with major course work in computer science, information systems or a field related to the work AND three (3) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis for a maximum of two (2) years.

All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application.

Do not substitute a resume for your application or write “see attached resume” on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources.

Licensing and Certification: Specified positions may require possession of a valid Nevada Class C Driver's License at time of hire.

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

Residency Requirement: Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and driver's license laws within 90 days of employment.

Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.

Background Check: Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration. Note: all prospective hires must present two original government issued ID's upon acceptance of job offer. Examples of acceptable ID's include a Passport, Driver's License or DMV issued ID, birth certificate, Social Security card, Voter Registration card, school issued ID with picture, etc.

Customs and Border Protection Security Seal Program: Employment with the Department of Aviation in this job title is contingent upon a ten year employment and five year residency history record check and the ability to present original identity based documentation in order to meet the requirements for a Security Seal.

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

• Receives and handles tier two (2) requests for service, following established procedures.

• Promptly resolves, escalates, allocates calls as appropriate.
• Communicates in a friendly manner when providing service and information, projecting a positive image.
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Identifies recurring incidents as a problem and provides appropriate awareness.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems for potential solutions.
• Performs security and user account administration.
• Escalates high impact/high priority or unresolved incidents.
• Prepares written documentation for customer or team use, revises and updates as required.
• During change, acts systematically to respond to day‑by‑day operational needs, avoiding service disruptions and maintaining coherence to Service Level Agreement (SLA) and information security requirements.
• Evaluates and analyzes resolved support requests for accuracy, consistency and completion.
• Reviews product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by department customers; maintains a library of such information for departmental use.