IT TECHNICIAN 4 - HELP DESK

State of Nevada; Carson City (NV); On-site; USD 60,000 - 85,000; Full time

Job summary

The Secretary of State IT Division in Carson City is seeking an IT Technician IV to monitor help desk calls and email requests, ensuring every interaction is recorded and tracked. You will identify resolutions or route to higher-level technicians and support desktop systems, plus assist with agency website updates and Windows imaging of desktops.

The ideal candidate has prior help desk/desktop support experience. Applicants must be authorized to work in the U.S. and sponsorship is not available.

Qualifications

• 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.

Responsibilities

• Monitor help desk user support calls and email requests and ensure they are recorded and tracked using the help desk application.
• Identify and decide how to resolve problems themselves or through referral to higher level technicians.
• Support desktop systems and peripherals; assist with agency website updates; and Windows imaging of desktop systems.
• Participate in development and revision of policies and procedures related to a functional area; review policies and procedures for changes applicable to IT.
• Under limited supervision, perform advanced journey level duties and may serve as a project lead or training IT Technicians at the same level or lower.

Skills

Help desk support

Desktop support

Education

High school diploma or equivalent

Job description

This IT Technician IV is with the Secretary of State IT Division in Carson City. This position primarily monitors help desk user support calls and email requests and ensure all calls and requests are recorded and tracked using the help desk application. Incumbents identify and decide how to resolve problems themselves or through appropriate referral to higher level technicians; support desktop systems and peripherals; assisting with agency website updates; and windows imaging of desktop systems. The ideal candidate will have prior helpdesk/desktop support experience. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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.

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.

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.

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.

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.