Airport Service Desk Specialist

ABOUT THE POSITION

The Clark County Department of Aviation is seeking qualified candidates to apply for the Airport Service Desk Specialist position for our Information Systems (IS) division. This position provides essential phone support for both external and internal customers and serves as a point of contact for the escalation of complex issues for the airport’s administrative systems and all airport's public facing passenger processing systems vital to airport operations. Further, this position provides a full range of customer service, assistance, problem resolution, training and technical support to Department of Aviation employees regarding the use of computers, networks, terminals and related peripheral hardware and software.

This examination will establish an Open Competitive Eligibility List to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services.

Employee Services reserves the right to call only the most qualified applicants to the selection process.

MINIMUM REQUIREMENTS

Associate’s degree with major course work in computer science, information systems or a field related to the work AND four (4) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis for a maximum of two (2) years.

Qualifying education and experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application.

Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.

Residency Requirement: Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and driver's license laws within 90 days of employment.

Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.

Background Check: Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted a security badge as mandated by the Transportation Security Administration. Note: all prospective hires must present two original government issued ID's upon acceptance of job offer. Examples of acceptable ID's include a Passport, Driver's License or DMV issued ID, birth certificate, Social Security card, Voter Registration card, school issued ID with picture, etc.

Customs and Border Protection Security Seal Program: Employment with the Department of Aviation in this job title is contingent upon a ten year employment and five year residency history record check and the ability to present original identity based documentation in order to meet the requirements for a Security Seal.

PHYSICAL DEMANDS

Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period, vision to read printed materials and a computer screen, and hearing and speech to communicate in person or over the telephone. May require extended periods of standing when conducting training sessions. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

EXAMPLES OF DUTIES

• Receives and handles tier three (3) and complex requests for service, following established procedures.

• Promptly allocates calls as appropriate.
• Communicates in a friendly manner when providing service and information, projecting a positive image.
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Identifies recurring incidents as a problem and provides appropriate awareness.
• Defines root causes.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems for potential solutions.
• May provide oversight and training to a small staff of Airport Service Desk Technicians and Airport Senior Service Desk Technicians.
• Performs security and user account administration.
• Escalates high impact/high priority or unresolved incidents.
• Prepares written documentation for customer or team use; revises and updates as required.
• During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to Service Level Agreement (SLA) and information security requirements.
• Evaluates and analyzes resolved support requests for accuracy, consistency and completion.
• Reviews product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by department customers; maintains a library of such information for departmental use.

Join the Clark County Department of Aviation Family where we offer a comprehensive benefits package that includes:

• Alternative Work Schedules
• More Money in Your Pocket
  • 100% Employer Paid Defined Benefit Retirement
  • No Social Security Deduction
  • No State Income Taxes
• Two Employer Sponsored Health Plans Offered - Choice of PPO or EPO (hybrid of HMO) - eligible first of the month following15 days of employment
  • Medical - Employer pays 90% of premium
    • Pharmacy Benefits (30, 90-day retail or mail order fills)
    • 24/7 Telephone Advice Nurse - no employee cost
    • Teledoc, Doctoroo, and Dispatch Health
• Retiree insurance - eligible after 5 years of service
• Dental
• Vision
• Life Insurance - Employer Paid
• AD&D - Employer Paid
• Long Term Disability - Employer Paid
• Generous Leave Accruals that include:
  • 12 Paid Holidays plus a Floating Birthday Holiday
  • Paid Vacation Leave
  • Paid Sick Leave
  • Holiday Leave
• Other leave options
  • Catastrophic Leave
  • Parental Leave - Up to 90 days
• Tool Allowance for certain eligible positions.
• Wide Variety of Voluntary Benefits that include
  • Guardian - Accident, Cancer, Critical Illness, Hospital Indemnity, and Short-Term Disability Insurance.
  • Trustmark - Permanent Life Insurance benefits and long-term care.
  • Sunlife Financial - Basic and Voluntary Life Insurance, AD&D, and long-term disability insurance
  • TASC - Flexible Spending Account - FSA & Dependent Day Care Debit Card Available
  • Morgan Stanley - Deferred Compensation Plan
• Employee Assistance Program
• Onsite Fitness Center
• The Department of Aviation, a department of Clark County, is an affirmative action/equal opportunity employer
• Community Volunteer Opportunities
• Comprehensive training program
• Wellness program

Closing Date/Time: 6/17/2025 5:01 PM Pacific

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• Harry Reid International Airport

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