Job Details

IT Technician 3 - HelpDesk Pro
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Position Number: 5731419
Location: Reno, NV
Position Type: Computer and Information Technology

IT Technician 3 - HelpDesk Pro

R0144765
University of Nevada, Reno - Main Campus

The University of Nevada, Reno (UNR) appreciates your interest in employment at our growing institution. We want your application process to go smoothly and quickly. Final applications must be submitted prior to the close of the recruitment.

If you need assistance or have questions regarding the application process, please contact our recruitment helpline at (775) 784-1495 or jobs@unr.edu. For UNR Med professional job postings, please contact the Office of Professional Recruitment at (775) 784-6778.

Job Description

The University of Nevada, Reno is recruiting for IT Technician 3 position within the Office of Information Technology (OIT) - User Services. **This position does not provide layoff rights and is contingent upon funding.** This is a forward facing member of the OIT Support Center which is responsible for assisting both Faculty and Student users. The technician role entails the necessity to exercise choice, determination, and judgment in various capacities. The position needs a strategic approach to database management, requiring choices about what information to update based on its relevance to ensure efficient call routing. Overseeing ticket escalations demands determinations on prioritization and the ability to communicate effectively with management when service levels are at risk. Identifying and integrating new campus services into databases calls for critical discernment in selecting appropriate contacts and in continuously keeping the information current; collaborating on Knowledge Base management involves reviewing content accuracy and decisions on necessary updates; providing remote support requires thorough assessment of issue severity and escalating when needed. Lastly, acting as an escalation point for user support necessitates choices on prioritizing tickets and calls, as well as decisions on the most effective troubleshooting methods to maintain service standard.

The technician will have a focus on maintaining the Campus Operator System, assisting students, staff, and faculty members over the phone and providing frontline technical support at the Computing Help Desk. This position also encompasses higher lever responsibilities including but not limited to analyzing problems, developing alternatives, and recommending appropriate solutions in a limited supervision environment.

Required Qualifications

Graduation from high school or equivalent and four (4) years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, two (2) years of which must have included IT work experience in a user support role; OR
One (1) year of relevant experience as an IT Technician II in Nevada State service; OR
An equivalent combination of education and experience as described above.

Preferred Qualifications

Customer service experience (Information Technology experience not required)
Familiarity with software including Microsoft Office, Microsoft Windows, and Apple OSX/IOS

Schedule

The typical work schedule is Monday through Friday from 8:00 am to 5:00 pm; this is subject to change based on organizational needs.

Compensation Grade

Grade 30 (Entry, Step 01 $25.00/hr.)

In classified service, salary is in Grade and Step. The Step is determined based on the Nevada Administrative Code. Salary placement above a Step 01 at initial appointment is determined based on the recruitment, the candidate's qualifications, internal equity and budgets. A request to accelerate salary must be approved by Human Resources and abide by the Nevada Administrative Code.

To view the classified compensation schedules, please visit: Classified Compensation. Select Salary schedule, PP01.

For more information, visit the Classified Salary Calculator

Perks of PERS

Classified Employees are enrolled in The Public Employees' Retirement System of Nevada (PERS) upon hire. The PERS retirement plan is beyond compare. Please visit the Benefit Estimator Retirement Calculator for more information.

"I'm so thankful that I followed the path that lead me to a PERS retirement. I was able to retire at age 60 with a paycheck close to my full salary. I watched the solid performance of PERS funds for 25 years. Even in times of a poor economy, PERS kept it together! I'm completely secure and confident that my retirement will always be there for me." - Robin F.

Perks of Working at UNR

Health insurance options including dental and vision - Health Insurance
Life insurance, generous annual and sick leave - Classified Benefits
E. L. Wiegand Fitness Center offers an annual or semester membership and family membership options.
Reno is proud to be a University town! Many local businesses offer discounts to WolfCard holders
Mountain EAP supports employees (and eligible dependents) through life's difficult moments. Mountain EAP is located in Reno and specializes in counseling and advising services for personal or interpersonal issues.
Several Diversity Committees and Affinity Groups focusing on campus-wide diversity initiatives to ensure we are working to create a diverse and welcoming campus climate. Diversity Groups
Staff Employees' Council (SEC) represents all Classified employees. SEC holds monthly meetings to provide a forum for employees to participate. SEC

Classified Staff Grants-In-Aid Benefit

For more information about the Classified Staff Grant-In-Aid Benefit, please visit: Classified Staff Grant-In-Aid Benefit

Classified Employee Family Opportunity Program

Additionally, we offer a Classified Employee Family Opportunity Program for spouses, domestic partners, and dependents of classified employees (working at least a 50% full-time equivalent). For more information, please visit: Classified Employee Family Opportunity Program

Department Information

Office of Information Technology department provides computing, software, and communications support services to students, faculty, and staff throughout the University. The department manages and supports software development, applications support and data warehousing, network services, and server support and management. The goal of the organization is to assist departments and colleges in automating any administrative or academic process within the University that can benefit from automation and thereby improve the efficiency and accuracy of University operations. Learn more about the Office of Information Technology here: https://www.unr.edu/oit/about-oit

Contact Information

Search Coordinator, Tammy Cushway at tcushway@unr.edu

Search Coordinator, Christy Ray at christyray@unr.edu

Exempt
No

Full-Time Equivalent
100.0%

Required Attachment(s)

Please note, once you submit your application the only attachment/s viewable to you will be the attachment/s to the resume/CV section of the application. Any additional required attachment/s to the cover letter, references, additional documents sections of the application, will not be viewable to you after you submit your application. All uploaded attachment/s will be on the application for the committee to review. To request updates to attachments, prior to review of applications, please contact the candidate helpdesk at jobs@unr.edu.

Attach the following attachment(s) to your application

Resume/CV - (required) List a detailed description of the major duties that you performed as part of each job. You must demonstrate that you qualify for the position and your education and experience must be clearly documented.

Cover Letter - (optional)

Contact Information for Three Supervisory References - (required) Please make a note if you do not want your present employer contacted unless necessary to determine your qualifications for the position.

Transcripts - (optional) If you have not graduated, please attach your transcripts to receive education credit for classes you have taken. Credit is given for classes relevant to the position.

Veteran Interview Consideration - (optional) - To receive interview consideration for veterans and veterans with a service-connected disability, proof is required at the time of application. Please attach proof electronically to your application under the Veteran Document(s) section. (Examples of acceptable documents include DD-214, disability letter from Veteran's Administration, etc).

This posting is open until filled

Qualified individuals are encouraged to apply immediately. Lists of eligible candidates will be established and hiring may occur early in the recruiting process. Recruitment will close without notice when a sufficient number of applications are received or a hiring decision has been made.

Posting Close Date

Note to Applicant

A background check will be conducted on the candidate(s) selected for hire.

HR will attempt to verify academic credentials upon receipt of hiring documents. If the academic credentials cannot be verified, HR will notify the faculty member that an official transcript of their highest degree must be submitted within thirty days of the faculty member's first day of employment.

References will be contacted at the appropriate phase of the recruitment process.

Applicants hired on a federal contract may be subject to E-Verify.

As part of the hiring process, applicants for positions in the Nevada System of Higher Education may be required to demonstrate the ability to perform job-related tasks.

For positions that require driving, evidence of a valid driver's license will be required at the time of employment and as a condition of continued employment.

Schedules are subject to change based on organizational needs.

The University of Nevada, Reno is committed to providing a place of work and learning free of discrimination on the basis of a person's age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes).

About Us

The University of Nevada, Reno is a leading American public research university committed to the promise of a future powered by knowledge. Founded in 1874 as Nevada's original land-grant university, the University serves 21,000 undergraduate and graduate students from all 50 states and 63 countries.

Classified by the Carnegie Classification of Institutions of Higher Education as an R1 ("Very High Research") university, it is also recognized in the Carnegie Community Engagement classification. The University is also ranked by U.S. News & World Report among the "Best National Universities" and "Best National Public Universities." It also ranks in the top tier of the WSJ/Times Higher Education World University Rankings and the New York Times' "Top Colleges for Economic Diversity."

Since 2009, nearly $1 billion has been has invested in advanced labs, facilities, and residence halls on the main campus. The University is home to Nevada's first medical school - the University of Nevada, Reno School of Medicine - and it delivers on its original land-grant mission with outreach across the state through the University of Nevada, Reno Extension, Nevada Agricultural Experiment Station, Nevada Bureau of Mines and Geology, Nevada Small Business Development Center, the Nevada Seismological Laboratory, and Wolf Pack Athletics.

The main campus is in Reno, Nevada, a burgeoning global technology hub with a vibrant midtown and downtown. Found where the high desert of the Great Basin meets the High Sierra and Lake Tahoe, the beautiful, 290-acre main campus is also a Nevada State Arboretum. In recent years, the University has expanded to include two additional locations: the Redfield Campus in south Reno and the Wayne L. Prim campus in Incline Village, which is the home of the University of Nevada, Reno at Lake Tahoe.

As part of the Nevada System of Higher Education - comprised of two research universities, one state college, four community colleges and an environmental research institute - the University is committed to developing strong partnerships with each of these institutions for the benefit of all Nevadans.

Through its commitment to high-impact education, world-improving research and creative activity, and outreach that's transforming Nevada's communities and businesses, the University continues its nearly 150-year tradition of benefitting our state, nation and world.

The University recognizes that diversity promotes excellence in education and research. The inclusive and engaged community on campus recognizes the added value that students, faculty, and staff from different backgrounds bring to the educational experience.

Today, the University delivers on its original land-grant mission of access to education and knowledge by investing in the academics, facilities, support, engagement and vibrant campus life that promote our diverse students' cognitive growth and academic achievement - all while remaining one of the best values in American higher education.

For more information, please visit the University's website.

University of Nevada, Reno

To apply, visit https://nshe.wd1.myworkdayjobs.com/en-US/UNR-external/job/University-of-Nevada-Reno---Main-Campus/IT-Technician-3---HelpDesk-Pro_R0144765?workerSubType=dddb2e55fbdf014cc806bd19c034ed08&workerSubType=dddb2e55fbdf011e7533c019c034ee08&workerSubType=dddb2e55fbdf0125f832c319c034ef08

Founded in 1874, the University of Nevada, Reno is the State of Nevadas land grant institution with a statewide mission and presence. The University of Nevada, Reno is a Carnegie I Research Institution and has been recognized as a "Top Tier" Best National University by U.S. News & World Report. With an enrollment of nearly 21,000 students we offer 145 Tier 1 accredited degree programs. Located in the picturesque Truckee Meadows the University of Nevada, Reno is surrounded by numerous state and national parks, is 45 minutes from beautiful Lake Tahoe, and four hours from San Francisco.

The University of Nevada, Reno recognizes that diversity promotes excellence in education and research. We are an inclusive and engaged community and recognize the added value that students, faculty, and staff from different backgrounds bring to the educational experience.

The Nevada System of Higher Education (NSHE) is committed to providing a place of work and learning free of discrimination on the basis of a persons age, disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race, or religion.