The University of Nevada, Las Vegas (UNLV) appreciates your interest in employment. We ask that you keep in mind the following when completing your application:  

• Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.  
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• Please note that applications must be submitted prior to the close of the recruitment.

Once a recruitment has closed, applications will no longer be accepted.  If you need assistance or have questions regarding the application process, please contact Human Resources at (702) 895-3504 or unlvjobs@unlv.edu.

The University of Nevada, Las Vegas invites applications for IT Technician 2, Information Technology [R0152660].

ROLE of the POSITION

Under general supervision, incumbents perform journey-level duties.

Help Desk Support: Incumbents identify and decide how to resolve problems themselves or through appropriate referral; record calls using the help desk application; write work orders as used for change/problem management and resolve routine issues; change backup media; unlock accounts; reset passwords; and follow agency security and access procedures.

Duties include:

• Help Desk Support – provide phone and in-person support for faculty, staff, and students, resolve general technology needs, help with use, error resolution, password resets, and service request coordination and escalation.

  • Customer Service – To provide excellent service, the employee will: listen to customers and understand their needs; help customers solve problems; demonstrate an eagerness to help; exhibit a professional disposition; be approachable, respectful, and team-oriented; take ownership of inquiries and assignments; provide updates for customers; and be familiar with the basic operations of the university in order to understand customer needs better.

• Ticket Tracking, Review, and Follow Up – review service requests, conduct customer call-back activities, provide follow-up services, update service tickets

• Field Support – install software, resolve general desktop issues

• Account Administration – as directed by supervisor: create new accounts, delete or disable accounts, organize data for account audits

• Implementation Assignments – Testing, documentation, etc. of new or changed services, tools, or applications.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE: Graduation from high school or equivalent and three years of experi