IT Technician 2, Information Technology

Job Overview

The University of Nevada, Las Vegas (UNLV) is seeking an experienced IT Technician 2 to join its Information Technology team, providing advanced user support services in a professional and collaborative environment.

Key Responsibilities

• Provide help desk and in-person technical support to faculty, staff, and students addressing general technology needs, troubleshooting errors, assisting with software usage, resetting passwords, and coordinating service requests and escalation procedures.
• Deliver exceptional customer service by actively listening to users' issues, understanding their requirements, demonstrating professionalism and respect, ensuring timely communication and updates, and applying knowledge of university operations to better meet customer needs.
• Manage ticketing system by reviewing service requests, conducting follow-ups including customer call-backs, and updating resolution progress in the help desk application.
• Conduct field support tasks such as software installation and resolving common desktop hardware and software issues.
• Assist with account administration duties as assigned, including creation, deletion, or disabling of user accounts and preparing data for account audits.
• Participate in implementation activities like testing and documenting new or modified IT services, tools, or applications.

Qualifications and Skills

• Minimum education of high school diploma or equivalent with three years of general computer systems experience, including at least one year of IT user support experience; or one year as an IT Technician I within Nevada State service; or an equivalent combination of education and experience.
• Solid knowledge of computer hardware, software, peripherals, and current computing technologies and trends.
• Familiarity with help desk applications for change and problem management.
• Understanding of operating systems and applications commonly used within the agency environment.
• Awareness of password security principles and best practices.
• Strong ability to communicate effectively with IT staff and users to resolve technical issues.
• Basic skills in monitoring inventory and requesting supplies, and competency in preparing technical documentation.

Preferred Qualifications

• Experience delivering technical customer service in a high-demand environment.
• Expertise in help desk or user support roles within higher education or similar sectors.
• Excellent written and verbal communication skills, capable of simplifying technical concepts for non-technical audiences.
• Strong organizational abilities, adept at managing multiple priorities efficiently.
• Prior experience mentoring or leading peers or junior staff.
• Familiarity with the operational environment of higher education institutions.

Campus and Culture

UNLV Information Technology emphasizes excellent customer service and innovation in supporting its academic community. The department values diversity, collaboration, and inclusivity, seeking candidates who align with these principles and contribute positively to workplace culture.

Compensation and Benefits

The position is classified as Grade 27 Step 1 with an annual salary of $48,086.64. UNLV provides a competitive total rewards package including paid leave (vacation, sick, holidays), comprehensive health coverage (medical, dental, vision), retirement plans, no state income tax, tuition discounts for employees and their families, employee recognition programs, athletics discounts, purchase program discounts, wellness initiatives, professional development, and veteran support resources.

Application Process

Candidates must submit a cover letter and detailed resume documenting qualifications and experience specifically relevant to the minimum and preferred criteria. Veterans should include military documentation to verify eligibility. All application materials need to be attached during the application submission. Applications received after the posting closes will not be accepted. For assistance, contact UNLV Human Resources.

Additional Information

The University is committed to an inclusive, discrimination-free workplace in compliance with all federal and state laws, including Title IX directives. The institution encourages applications from women, minorities, veterans, and individuals with disabilities. The recruiting process may close early based on application volumes.