Associate IT Customer Support Analyst- IP

Las Vegas Valley Water District • Las Vegas, NV

2d • Onsite

About The Position

Under general supervision, performs in-depth troubleshooting/analysis and resolution for a wide variety of Information Technology customer issues regarding desktop and laptop hardware and software, printers, peripherals, network connectivity, mobile devices and others; installs and configures laptop/desktop hardware and business applications; assists and trains end-users; and performs related duties as assigned.

Requirements

• Knowledge of: Desktop, laptop and device hardware, operating systems and characteristics; principles and practices of computer platform and network operating systems; methods and techniques for the installation and configuration of hardware, software and network connectivity; advanced methods and techniques for troubleshooting and determining the causes of hardware and software problems and device errors and failures; standard business and operations support software packages; basic uses of configuration management software; basic practices and procedures of change control; practices and methods of cyber security applicable to areas of assigned responsibility; research techniques, methods and procedures; basic filing and record-keeping methods and techniques; effective customer service practices and etiquette; safe work practices and District safety policies applicable to the work.
• Ability to: Operate computer and peripheral equipment; obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses and solutions; install and configure office and field desktops/laptops, printers, mobile devices, peripherals and other technology tools; troubleshoot, diagnose and resolve computer hardware, software, connectivity problems and failures and interoperating problems of varying difficulty and complexity; install, configure and test software patches and updates; follow and apply written and oral work instructions; prepare clear, accurate and comprehensive hardware and software specifications and purchase requisitions in assigned areas of responsibility; communicate effectively, orally and in writing; establish priorities and balance responsibilities for multiple activities to ensure timely, high-quality results; prepare and maintain documentation, records and reports; make sound independent judgments within established guidelines; keep technical skills current to meet continuing work responsibilities; establish and maintain highly effective customer-focused working relationships with customers, other IT staff, vendors and others encountered in the course of work.
• A typical way of obtaining the knowledge, skills and abilities outlined above is an Associate's degree in computer technology or the equivalent coursework in a trade or vocational school; and four years of progressively responsible experience in IT hardware and software support, at least one of which was at the level of IT Customer Support Technician; or an equivalent combination of training and experience.
• A valid Nevada driver's license and ability to maintain insurability under the District's Vehicle Insurance Policy.

Nice To Haves

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Systems Engineer (MSCE)
• Cisco Certified Network Associate (CCNA) or Server+
• Mac OS
• Microsoft Certified Technical Specialist (MCTS)

Responsibilities

• Performs in-depth troubleshooting/analysis and resolution for a wide variety of Information Technology customer issues regarding desktop and laptop hardware and software, printers, peripherals, network connectivity, mobile devices and others
• Installs and configures laptop/desktop hardware and business applications
• Assists and trains end-users
• Performs related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree