SUMMARY: Under limited supervision, provides technical, operational, and administrative support to internal and external users, assisting with the PERS website, printers, email, telephones, computer systems, applications, networks, and other technology-related needs. Troubleshoots and resolves technical issues, supports Help Desk operations and work orders, and performs a variety of technology and business-support functions to ensure reliable day-to-day operations.
Maintains current knowledge of technological trends and advancements in the IT field, as well as applicable security management practices, statutes, policies, and ethical standards. Requires strong technical problem-solving skills, attention to detail, sound judgment, effective communication, and the ability to work independently while prioritizing multiple responsibilities and protecting confidential information. Performs related duties as assigned.
DUTIES & RESPONSIBILITIES: Provides technical, operational, and administrative support to ensure the effective, secure, and reliable operation of information technology services. Serves as a Help Desk technician and provides support to internal staff and external users involving the PERS website, systems, networks, applications, email, printers, telephones, and other technology resources. Assesses problems, troubleshoots issues, completes work orders, and determines when issues require escalation to higher-level IT staff or management. Provides professional and timely customer service by responding to user requests, resolving technical issues, and communicating effectively with staff, management, and external users. Uses appropriate communication and work-management tools, including Microsoft Teams, email, Jira, telephone, and in-person communication, to coordinate work, provide status updates, document issues, and ensure requests are addressed appropriately. Performs daily Help Desk operations, including completing required reports, verifying scheduled jobs and processes, monitoring results, distributing information to appropriate staff, and completing assigned Help Desk tasks and tickets. Performs quality control of jobs and processes to ensure they are completed correctly and within established timeframes. Performs recurring tasks, data uploads and downloads, backups, data restores, report generation, and other operational activities necessary to support business operations. Manages and prioritizes assigned workload based on deadlines, business needs, available resources, and competing priorities. Independently resolves issues within the scope of the position and appropriately escalates problems that require additional technical expertise or management assistance. Assists with setting up and configuring new user workstations, telephones, peripherals, and other technology equipment. Monitors, maintains, and troubleshoots printers and other assigned technology equipment. Responsibilities include performing routine maintenance, identifying and resolving equipment problems, coordinating with vendors or technical support resources when necessary, and ensuring equipment remains available and functional for users. Performs webmaster responsibilities, including processing incoming and outgoing items, verification codes, and related activities. Reviews webmaster activity to ensure confidential and sensitive information, including Social Security numbers, is not improperly transmitted and that attachments and other electronic documents comply with established requirements. Responsible for completing the monthly Benefits Run and ensuring all required items are completed, reviewed, and verified accurately. Maintains associated documentation, identifies discrepancies, and takes appropriate action to resolve issues or obtain assistance when needed. Performs check-processing and financial support functions including ensuring outgoing bank transfers and checks are processed accurately and within required timeframes and maintaining appropriate controls and records associated with these activities. Creates, maintains, and updates technical documentation, instructional materials, records, and other information related to PERS computer systems, programs, processes, and procedures. Reviews instructional documents for accuracy, maintains revision histories, and updates documentation when policies, procedures, or systems change. Maintains required records, including Iron Mountain records, and uses the centralized documentation platform for official work files in accordance with established document-management practices. Performs work orders and other related IT and administrative duties, including data quality activities, year-end responsibilities, and other assignments. Reviews incoming requests, completes work within the scope of the position, ensures appropriate documentation is maintained, and escalates matters requiring supervisor or management assistance. Requires strong attention to detail, sound judgment, organization, accountability, and the ability to work independently. Must protect confidential and sensitive information, follow established policies and procedures, meet deadlines, manage multiple priorities, and maintain a professional and customer-focused approach to all assigned responsibilities. Performs other related duties as assigned.
SKILLS & ABILITIES:
General knowledge of departmental policies and procedures related to help desk support. Ability to identify and correct hardware and software problems; provide effective customer service to users; communicate effectively verbally and in writing; upgrade hardware components on the base unit; establish and maintain effective working relationships with others; and interview users to identify needs and resolve workstation and server issues.
EDUCATION & EXPERIENCE:
Graduation from high school or equivalent and four years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, two years of which must have included IT work experience in a user support role; OR one year of relevant experience as an IT Technician II in Nevada State service; OR an equivalent combination of education and experience as described above. This position upon Appointing Authority approval can progress to an IT Technician IV.
SALARY AND BENEFITS:
The position is the equivalent of a Grade 30 in classified services, which has an annual salary of $52,200 to $76,608 (employee/employer paid retirement) based upon experience and qualifications. Benefits include paid holidays, annual leave, sick leave, and health insurance.
An explanation of the retirement options and information regarding state retirement benefits may be accessed at www.nvpers.org. A description of the current health and dental benefits provided is available at www.pebp.state.nv.us/plans/new-hire-resources. Other optional benefits are also available, including a deferred compensation program.
APPLICATION PROCESS:
The Public Employees’ Retirement System of Nevada (PERS) is the public pension plan for all public employees in the State of Nevada. We are governed by the Retirement Board. Applicants may be required to have a background check, and any offer of employment is conditional pending the results of the background check.
All applicants must submit a PERS Employment Application. Applicants are encouraged to submit the application as soon as possible since the position may be filled at any time. Please email the application to [email protected], or mail it to:
Public Employees’ Retirement System of Nevada
Attn: Kristina Reyna
693 W. Nye Lane Carson City, NV 89703
NOTE: The Public Employees’ Retirement System of Nevada is an Equal Opportunity Employer and does not discriminate based on race, creed, color, national origin, sex, sexual orientation, gender identity or expression, age, political affiliation, or disability.y.
Job Type: Full-time
Pay: $41,989.68 - $61,616.88 per year
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
