The University of Nevada, Las Vegas invites applications for IT Support Specialist – Service Management, Office of Information Technology [R0116932]
PROFILE of the UNIVERSITY
Founded in 1957, UNLV is a doctoral-degree-granting institution comprised of approximately 31,000 students and more than 3,900 faculty and staff. To date, UNLV has conferred more than 136,000 degrees, producing more than 120,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada. For more information, visit us online at: http://www.unlv.edu
COMMITMENT to DIVERSITY
The successful candidate will demonstrate support for diversity, equity, and inclusiveness as well as participate in maintaining a respectful, positive work environment.
ROLE of the POSITION
The primary focus of this position is planning, designing, developing, maintaining and supporting the help desk ticketing systems (currently BMC Footprints). This position requires developer-level knowledge of help desk ticketing systems. The IT Support Specialist for Service Management is responsible for application and server level administration as well. The position will require a variety of reports to be produced. Tools include help desk ticketing systems (currently BMC Footprints), remote support tools, asset tracking integrations, data dashboards, and more. The IT Support Specialist understands organizational needs and configures tools appropriately, and ensures the applications are up to date and secure. The specialist must be able to work with a wide variety of campus groups and translate their needs into technical solutions, while also guiding these groups in service management best practices. As part of the Client Services Team, the IT Support Specialist works closely with the IT Help Desk to continually improve process tools and reporting. The Specialist also conducts ongoing training sessions for other staff.
This position requires a Bachelor's degree from a regionally accredited college or university and a minimum of 3 years of related professional experience and 2 years of comparable professional experience. Experience with BMC Footprints Service Desk and working in an academic environment is preferred.
The incumbent must have experience with:
IT Help Desk support procedures and best practices
Application and server level administration
IT Service Management
Knowledgebase design and maintenance
Institutional and departmental business processes
Defining customer needs
Process documentation and design
Help Desk ticketing and work order tracking
The incumbent must have the ability to:
Engage in all aspects of Continual Service Improvement
Maintain general knowledge of and implement industry best practices
Analyze and identify needs and multiple possible solutions
Exhibit excellent customer service and support skills
Write instructional and documentation items clearly and attractively
Work closely with customers in a consulting and support capacity
Independently balance multiple projects and priorities, while still meeting deadlines
Maintain strong relationships across campus and leverage skills from other teams
Operate independently and with self-motivation
Refine job roles and work in areas of ambiguity
Credentials must be obtained prior to the start of employment.
Salary competitive with those at similarly situated institutions with a starting salary of $65,000. Position is contingent upon funding.
Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.
Although this position will remain open until filled, review of candidates' materials will begin on July 22, 2019 and best consideration will be gained for materials submitted prior to that date. Materials should be addressed to Hector Ibarra Search Committee Chair and are to be submitted online as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or email@example.com.
SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES
UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Find Jobs” process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the requisition number, “R0116932” in the search box.
If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.
UNLV is an Equal Opportunity / Affirmative Action educator and employer committed to achieving excellence through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, age, creed, national origin, veteran status, physical or mental disability, sexual orientation, genetic information, gender identity, gender expression, or any other factor protected by anti-discrimination laws. The University of Nevada, Las Vegas employs only United States citizens and non-citizens lawfully authorized to work in the United States. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.