The IT Technician 4 provides Help Desk support, providing a range of assistance to customers regarding technical needs and usage. IT Technician 4 Class Specification 7.935 Class Concept. Under limited supervision, incumbents perform advanced journey level duties and may serve as a project leader or lead-worker and provide training to IT Technicians at the same level or lower. For Network Operations and Support positions, this level may be used as either a trainee for the next level in the series, or as a permanently allocated sub-journey level. Specialty Area. Help Desk Support: Incumbents monitor help desk user support and ensure all calls are recorded and tracked using the help desk application. Incumbents identify and decide how to resolve problems themselves or through appropriate referral; assist with logon/logoff procedures for mainframes, servers, and the network; determine the nature of outages and contact the appropriate person or company; post changes to the intranet and recognize proper web formatting; and clone or restore personal computer (PC) images. Typical tasks include restoring applications and data from backup media; assisting users with network, application, system, or local hardware problems, accessing the mainframe or departmental servers; opening backup drives and releasing damaged media; instructing users on PC operation and faults including connections and peripherals; assisting IT staff with installations or resolutions as required; and identifying Internet protocol (IP) addresses for failed network connectivity issues. Duties include:Help Desk Support – provide/monitor phone support for faculty, staff and students, resolve general technology needs, help with use, error resolution, password resets, and service request coordination, referral and escalation. Document all requests, work, and related communication in the IT ticketing/service management tool. Field Support – install software, resolve general desktop issues, assist with network connections both wired and wireless, serve as a single point to coordinate IT support between departments. Account Administration – coordinate account creation, deletion and modification; assist with logon/logoff procedures for mainframes, servers, and the network. Ticket Tracking, Review, and Follow Up – review service requests, conduct customer call back activities, provide follow-up services, update service tickets, and, where appropriate, take corrective action. Implementation Assignments - testing, documentation, etc. of new or changed services, tools, or applications. PROFILE of the OFFICE OF INFORMATION TECHNOLOGY - With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff. As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV’s broad community with empathy, which is a key to our success. Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply. MINIMUM QUALIFICATIONS - Help Desk Support:EDUCATION AND EXPERIENCE: Graduation from high school or equivalent and five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, three years of which must have included IT work experience in a user support role; OR one year of relevant experience as an IT Technician III in Nevada State service; OR an equivalent combination of education and experience. (See Special Requirements)ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES (required at time of application): Detailed knowledge of: commercially available operating systems and applications used by the agency; help desk applications configuration as used for change/problem management; principles and practices of a computer system and peripheral devices as needed to monitor a system; user password security principles and practices. Working knowledge of: database principles; network domains and login procedures; web browser capabilities and the difference between intranets and the Internet. General knowledge of: at least one programming language, such as Pascal, COBOL, Natural, Fortran, BASIC, or html for understanding as applies to queries used in common applications; network troubleshooting. Ability to: create and use disk images; provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy; provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors; restore data from backup media; and all knowledge, skills, and abilities required at the lower levels in the same IT Technician specialization. PREFERRED QUALIFICATIONS - Prior customer service experience in a technical or service-oriented environment. Previous IT Help Desk or user support experience in a high-volume setting. Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Ability to work independently with limited supervision and exercise sound judgment. Strong organizational skills, with the ability to plan, prioritize, and manage multiple tasks effectively. Experience supporting enterprise IT environments (e.g., Active Directory, domains, imaging, backup/restoration, ticketing systems)Experience serving as a lead worker, mentor, or trainer to peers or less-experienced staff. Experience working in a higher education environment. Commitment to collaboration, respect for others, and high-quality customer service. COMMITMENT to CAMPUS VALUESA successful candidate will contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit. SALARY - Grade 32 Step 1, salary $56,689.20 In accordance with Nevada Administrative Code (NAC) 284.170, initial appointments to classified positions typically begin at Step 1 of the assigned grade. A "Step" refers to the specific rate of pay within a grade, as determined by the Division of Human Resources.