COMPANY DESCRIPTION: Crisis Support Services of Nevada was established as an outreach program of the University of Nevada, Reno in 1966 in response to the high rate of suicide in Nevada. Over the years, the Center has continued to grow and evolve in response to community needs. We now address other crises such as sexual assault, domestic violence, substance abuse, and child/elder abuse or neglect to mention just as few. CSSNV maintains online resources for 15 Northern Nevada counties through the Community’s online directory, which links individuals with necessary services throughout our communities. Crisis Support Services of Nevada is a 24/7/365 operation.

POSITION SUMMARY: The Desktop Support Technician provides internal user support to ensure the efficient use of company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

CLASSIFICATION: Full-time – Hourly – Non-Exempt

COMPENSATION: $19 per hour

HOURS OF WORK: Monday-Friday, flexible hours

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond to requests for technical assistance in person, via phone, chat or email
  • Diagnose and resolve technical hardware and software issues
  • Troubleshoot problems using available information resources
  • Advise user on appropriate course of action
  • Follow standard Information Technology procedures
  • Log all help desk interactions
  • Administer support software
  • Follow up with users to ensure complete resolution of issues
  • Redirect problems to appropriate resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests; fully document resolutions
  • Resolve technical problems with Local and Wide Area networks
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Help update training manuals for new and revised software and hardware
  • Train computer users as necessary
  • Clean up computers

QUALIFICATIONS:

  • AA/AS in computer science/IT/relevant field or equivalent work experience
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment
  • Familiarity with Windows Server environments, including Active Directory, DHCP, print servers, etc.
  • Experience researching, analyzing, and interpreting automated system problems
  • Knowledge of relevant call tracking applications
  • Knowledge and experience of customer service practices
  • Related experience and training in troubleshooting and providing help desk support
  • Proficient in MS Office (Excel, Access, Word, etc.)
  • An analytical mindset with problem-solving skills
  • Excellent communication skills both written and verbal
  • Excellent communication and collaboration skills

PURPOSE OF JOB DESCRIPTION:

This job description does not state or imply that these are the only duties. The Desktop Support Technician will be required to follow any other instructions and perform any other duties upon the Systems Data Manager or Director of Operations’ request.

APPLICATION PROCESS:

  • Send cover letter, resume, and list of three professional references to the HR Office Manager at HR@cssnv.org. References will only be contacted if a candidate is being considered for interview.
  • This position will remain open until an offer is accepted.
  • Interviews and placement will begin immediately.