SENIOR TECHNOLOGY SYSTEMS TECHNICIAN

About the Role

Under general supervision, troubleshoots complex problems encountered by county users; performs advanced maintenance, repairs, and replacement of computer components, software, and specialized computer products. This position is a full-time role within the Technology Services Department, assigned to the Washoe County Sheriff’s Office.

Responsibilities

• Troubleshoot and resolve complex technical issues for county users.
• Perform advanced maintenance, repairs, and replacement of computer hardware, software, and related products.
• Serve as the senior escalation point for complex technical incidents.
• Lead technical initiatives, mentor less experienced technicians, and improve operational efficiency through automation and scripting (e.g., PowerShell).
• Develop documentation, standardize processes, and introduce innovative solutions to enhance service delivery.
• Support enterprise Service Desk operations in a mission-critical public safety environment, including dispatch, law enforcement, or emergency communications systems.
• Administer or work extensively with ITSM platforms (e.g., HaloITSM, ServiceNow) following ITIL best practices.

Requirements

• Two years of full-time experience in a technology support position and a bachelor’s degree from an accredited college or university in information technology or a closely related field; or an equivalent combination of related education and experience.
• Valid driver’s license required at the time of application and must be maintained for continued employment.

Ideal Candidate

• Extensive experience supporting enterprise Service Desk operations in a complex organization.
• Advanced troubleshooting skills with a proven track record of resolving difficult technical issues independently.
• Strong PowerShell scripting and automation skills to reduce manual effort and improve efficiency.
• Experience in a mission-critical public safety environment, preferably supporting dispatch, law enforcement, or emergency communications.
• Familiarity with public safety technologies such as ProQA, Octave, Carbyne, RapidSOS, or Computer Aided Dispatch.
• Experience administering or working with ITSM platforms (e.g., HaloITSM, ServiceNow) and understanding of ITIL best practices.
• Continuous improvement mindset, with evidence of developing documentation, standardizing processes, and automating repetitive tasks.
• CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, VMware Certified Professional (VCP), and/or ITIL Foundation certifications are a plus.

Conditions of Employment

• Covered by the Washoe County Employees Association (WCEA) Non-Supervisory Collective Bargaining Agreement (CBA).
• Background checks conducted through the State of Nevada and the Federal Bureau of Investigation (FBI).
• Fingerprint-based background investigation required for new and rehired employees; $39.00 fee deducted from the first paycheck (effective January 1, 2025).
• For positions at the Sheriff’s Office, top candidates must pass a background investigation, including fingerprint submission, a personal history statement, and a Computerized Voice Stress Analysis (CVSA) examination.
• Employees must reside in Nevada or neighboring California communities (e.g., Truckee, South Lake Tahoe, or Susanville) by their first day of work.
• New hires start at the minimum salary range; eligible employees may receive an annual merit increase of 5% until reaching the maximum salary for the classification.
• Upon promotion, current employees are placed at the minimum salary of the new classification or receive a promotional calculation, whichever is greater.

Pay

Hired at the minimum rate of the salary range with potential annual merit increases of 5% until reaching the maximum salary for the classification.