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The University of Nevada, Las Vegas invites applications for Administrative Assistant 2 (WOCU), Administrative Services [R0151611]

ROLE of the POSITION

Administrative Assistant 2 positions in WOCU are responsible for ensuring all in-office business operations are completed according to department standards. Incumbents are the first point of communication for customers interacting with UNLV; they are responsible for redirecting service requests to service providers, updating systems of record, processing requests with external service providers, and answering calls to the UNLV Main Line.

Work is requested via email, phone call, as a service request (ticket), and in-person. The incumbent is responsible for determining the appropriate set of procedures to follow, and actions to take, to facilitate the customer's request, including escalation/transfer of the request to a subject matter expert.

(1) University Phone Operator

Administrative Assistant 2 positions assist UNLV Main Line callers with requests that require further action, such as: (a) transferal to a University employee, (b) providing accurate information, (c) assisting with the creation of work orders, and (d) performing lookups for status updates on in progress requests.  Incumbents establish and maintain help desk reference materials used to train and support campus operators, train and oversee the work of temporary staff answering calls in the call tree for the UNLV Main Line, and collaborate on scheduling to ensure enough staff are answering calls in the call tree for the UNLV Main Line to meet the call demand.

The UNLV Main Line is one of the first points of contact for the general public.  In the event of an emergency, the incumbent must act on direction provided from leadership and authorities quickly and effectively while managing their response to the situation in a professional manner.

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