IT Customer Support Analyst

Please note, you need to submit your application before 11:59 p.m. on the date prior to the close date listed. Thank you for your interest in this position. Please note the following important tips for applying.* All portions of the application must be completed in detail. Work history, applicable education, and answers to the supplemental questions are all required. Applications missing any one of these sections will be rejected as incomplete. Referral to a resume is not acceptable.

NOTE: If you are a current employee, you MUST apply via the Career worklet in Workday and not through this site. If you submit an application on this site, it cannot be processed.

IT Customer Support Analyst

Open Date: 04/09/25

Close Date: 04/30/25

Job Type: Regular

For any questions regarding this announcement, please contact LVVWD Recruitment at recruitment@lvvwd.com.

2 VACANCIES

HOURS OF WORK: 4/10’s, 7am - 6pm, Mon-Thurs

The ideal candidate will possess technical expertise and interpersonal skills, enabling them to effectively engage with employees, customers, and team members with varying levels of IT understanding. They should have experience working on an enterprise IT support team, particularly with a focus on service desk, software procurement and deployment, and level 1 and level 2 IT-related issues.

This individual should demonstrate strong troubleshooting abilities for basic and mid-level issues while maintaining the capability to see the big picture, connect the dots, and align IT solutions with organizational goals.

INTRODUCTION: Human Resources will screen applications and supplemental questionnaires. Candidates possessing the strongest skills and experience for this position will be forwarded to the hiring department for further evaluation and to determine who will be invited to the formal interview process. The candidate hired will be required to pass a drug screening, background check and may be required to pass a job-related physical evaluation.

GENERAL PURPOSE

Under general supervision, provides customer support for the resolution of complex desktop application operational and use issues; assists users in analyzing and identifying technology solutions to meet business requirements in areas of assigned responsibility; conducts analyses, tests, writes documentation and implements deployment packages for new applications and software upgrades and packages; and performs related duties as assigned.

DESIRED MINIMUM QUALIFICATIONS

Knowledge of:

Principles, practices and techniques of change control including testing, documentation and implementation; the Systems Development Life Cycle; standard systems design principles and development methodologies; operating system capabilities and constraints applicable to the District’s information technology environment; standard network architecture and design concepts, including topologies, protocols, configuration and connectivity testing/troubleshooting issues as they apply to assigned responsibilities; basic project management methods and techniques; configuration management software and applicable scripting languages; methods and techniques for troubleshooting hardware and software; commonly used business management software packages; principles and practices of sound business communication; customer service practices and etiquette; safe work practices and District safety policies applicable to the work.

Ability to:

Analyze and define problems and apply sound technology and business management processes to recommend technology solutions to meet desktop customers’ operational, productivity and service delivery needs; read, understand, interpret, explain and apply business and technical information clearly and effectively; use standard configuration management software and scripting/programming tools to develop deployment packages for assigned software; diagnose, troubleshoot and resolve complex customer support issues involving software, communication and interoperating problems; establish priorities and balance responsibilities for multiple activities to ensure timely, high-quality results; communicate clearly and effectively, both orally and in writing; prepare clear, concise and accurate reports, documentation and other written materials; exercise sound independent judgment within general guidelines; keep technical skills current to meet continuing work responsibilities; use tact and diplomacy when dealing with sensitive, complex and/or confidential issues; establish and maintain highly effective customer-focused working relationships with customers, other Information Technology staff, vendors and others encountered in the course of work.

Training and Experience:

A typical way of obtaining the knowledges, skills and abilities outlined above is graduation from a college or university with major coursework in information systems, computer science, mathematics or a closely related field; and three years of responsible information technology experience; or an equivalent combination of training and experience. Progressively responsible IT hardware and software support experience may be substituted for a portion of the required education.

Certificates; Licenses; Special Requirements:

A valid Nevada driver’s license and ability to maintain insurability under the District’s Vehicle Insurance Policy.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel computers, objects or controls; and reach with hands and arms. The employee is frequently required to stand, walk, stoop, kneel, bend and crouch. The employee is frequently required to lift up to 25 pounds without assistance.

Specific vision abilities required by this job include close vision, distance vision, use of both eyes, depth perception and the ability to adjust focus and distinguish basic colors and shades.

Mental Demands

While performing the duties of this class, an employee is regularly required to use written and oral communication skills; read and interpret documents and information; analyze and solve difficult to complex problems; observe and interpret people, conditions and situations; use math and mathematical reasoning; learn and apply new information or skills; perform highly detailed work under changing, intensive deadlines on multiple, concurrent tasks; work with constant interruptions; and interact with customers, other Information Technology staff, vendors and others encountered in the course of work.