Airport Service Desk Technician

Clark County Department of Aviation is establishing an Open Competitive Eligibility List to fill current and/or future vacancies for this position over the next six months. Employee Services reserves the right to call only the most qualified applicants to the selection process.

Responsibilities

• Receives and handles tier one requests for service, following established procedures.
• Promptly escalates and 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.
• May perform security and user account administration.
• Escalates high impact/high priority or unresolved incidents.
• May prepare 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.
• May require extended periods of standing when conducting training sessions.

Requirements

• Associate’s degree with major course work in computer science, information systems, or a related field.
• Two years of full-time experience involving the use of telecommunications or personal computers and various standard software applications.
• One year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.
• 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 to a maximum of two years.
• All qualifying education and experience must be clearly documented in the “Education” and “Work Experience” sections of the application.
• Specified positions may require possession of a valid Nevada Class C driver’s license at time of hire.
• Employment is contingent upon the results of a pre-employment drug examination.
• Permanent employees must maintain a principal place of residency within Clark County and provide proof of compliance with Nevada motor vehicle registration and driver’s license laws within 90 days of employment.
• Candidates must be legally authorized to work in the United States (Clark County does not provide H1B visa sponsorships or transfers).
• Employment is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration.
• Prospective hires must present two original government-issued IDs upon acceptance of job offer (e.g., Passport, Driver’s License, DMV-issued ID, birth certificate, Social Security card, Voter Registration card, school-issued ID with picture).
• Employment is contingent upon a ten-year employment and five-year residency history record check and the ability to present original identity-based documentation to meet requirements for a Security Seal.

Skills

Physical demands include:

• Mobility to work in a typical office setting and use standard office equipment.
• Stamina to remain seated and maintain concentration for extended periods.
• Vision to read printed materials and a computer screen.
• Hearing and speech to communicate in person or over the telephone.

Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Benefits

• Alternative Work Schedules
• 100% Employer-Paid Defined Benefit Retirement
• No Social Security Deduction
• No State Income Taxes
• Two Employer-Sponsored Health Plans (PPO or EPO) – eligible first of the month following 15 days of employment
  • Medical – Employer pays 90% of premium
  • Pharmacy Benefits (30, 90-day retail or mail order fills)
  • 24/7 Telephone Advice Nurse – no employee cost
  • Teledoc, Doctoroo, and Dispatch Health
• Retiree insurance – eligible after 5 years of service
• Dental and Vision coverage
• Life Insurance – Employer Paid
• AD&D – Employer Paid
• Long Term Disability – Employer Paid
• Generous Leave Accruals:
  • 13 Paid Holidays plus a Floating Birthday Holiday and an additional Floating Holiday
  • Paid Vacation Leave
  • Paid Sick Leave
  • Holiday Leave
  • Other leave options including Catastrophic Leave and Parental Leave (up to 90 days)
• Tool Allowance for certain eligible positions
• Wide Variety of Voluntary Benefits:
  • Guardian – Accident, Cancer, Critical Illness, Hospital Indemnity, and Short-Term Disability Insurance
  • Trustmark – Permanent Life Insurance benefits and long-term care
  • Sunlife Financial – Basic and Voluntary Life Insurance, AD&D, and long-term disability insurance
  • TASC – Flexible Spending Account – FSA & Dependent Day Care Debit Card Available
  • Morgan Stanley – Deferred Compensation Plan
• Employee Assistance Program
• Community Volunteer Opportunities
• Comprehensive training program
• Wellness program