IT Technician 5

***THIS RECRUITMENT MAY CLOSE WITHOUT FURTHER NOTICE DEPENDING ON THE NUMBER OF APPLICATIONS RECEIVED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE***

The Division of Public and Behavioral Health, Office of information Technology (OIT) is recruiting for an IT Technician 5, located in Las Vegas, NV. The Technician will be ServiceDesk (SD)/Tech Support/End User Support: Provide Tier 2 tech support for agency employees using division applications; state issued computers, laptops, tablets, and mobile phones; network-based software; web and cloud applications; printers; and other peripheral devices. Serve as a primary on-site tech support for assigned PBH locations when issues cannot be resolved remotely. Backup to other PBH locations, as needed and/or assigned. Troubleshoot and diagnose tech problems, resolving directly or escalating to a higher-level tech or IT department when necessary. Provide new user training on PBH login processes, Office 365 (O365) apps, TEAMS, OneDrive for Business, and other software utilized by PBH staff. Maintain working knowledge of PBH hardware, including, computers, monitors, docks, mice, keyboards, printers, copiers, scanners, media related software, mobile devices, tablets, and video conferencing equipment. Tier 2 SD phone coverage, including daily login and assistance with management of the ServiceNow (SN) SD queue. Manage personal SN queue by recording work orders for all completed OIT tasks and ensuring that both newly created and existing work orders are completed in accordance with the timelines established in the PBH IT Wiki. Required to close a minimum of 5 tickets per day/25 tickets per week. PBH Network Account Administration: Performs user account administration for PBH via Active Directory (AD) and O365. Ensures all account additions, updates, and terminations are executed in strict accordance with PBH IT WIKI standards. PBH Computer and Software Inventory: Appropriately handles tracking of hardware and software inventory using PBH SN Hardware Asset Management (HAM). Network Support: Performs very basic general network troubleshooting.

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 education and two years of IT work experience in the installation, maintenance, and repair of network workstation hardware and software; OR one year of relevant experience as an IT Technician IV 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 general supervision, incumbents provide network support for work group business functions; enable data transfer, peripheral sharing, and applications sharing within the work group to include wireless transport methods. Duties are performed in accordance with established standards for hardware, software, and work group functionality. This is the journey level for network operations and support.

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.

Working knowledge of: installation, maintenance, and configuration of workstations and applications; network connectivity with regard to network interface cards, IP addressing configurations, and DNS settings. 

General knowledge of: IP addressing schemes and subnet configuration. 

Ability to: install and maintain work group operating systems; identify and correct hardware and software problems; provide effective customer service to users; communicate effectively orally and in writing; upgrade hardware components on the base unit; configure applications for optimum performance; establish and maintain effective working relationships with others; and interview users to identify needs and resolve workstation issues.

Recruiter Contact Information: Jennifer Kauble - jenniferkauble@admin.nv.gov

The State of Nevada is an equal opportunity employer dedicated to building diverse, inclusive, and innovative work environments with employees who reflect our communities and enthusiastically serve them. All applicants are considered without regard to race, color, national origin, religion or belief, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, domestic partnership, genetic information (GINA), or compensation and/or wages.

Please send direct Inquiries or correspondence to the recruiter listed on this announcement.