Job Details

Salary: $30.32 - $47.03 Hourly
Location : Harry Reid International Airport - Las Vegas, NV
Job Type: Full-Time
Job Number: 25-6193
Division: Information Systems
Subarea: Service Desk
Opening Date: 06/03/2025
Closing Date: 6/17/2025 5:01 PM Pacific
FLSA: Non-Exempt

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 following 15 days of employment
  • - 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

01

The following questions 1-5 will be used to assist in determining if candidates meet the minimum qualifications.
Which describes your highest level of education?

• High School Diploma or GED
• Trade School or Technical Degree
• Some College (1-29 semester credits)
• Some College (30-59 semester credits)
• Some College (60-89 semester credits)
• Some College (90-120+ semester credits)
• Associate's Degree
• Bachelor's Degree
• Master's Degree or higher
• None of the above

02

Please indicate the major of your degree that best qualifies you for this position.

• Computer Science
• Information Systems
• Other
• Not Applicable

03

If you indicated "Other" in question 2, please list what major your degree was in. Type N/A if this is not applicable to you.
04

Indicate your full-time professional experience which involved the use of telecommunications or personal computers and various standard software applications.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• 5 to 6 years
• More than 6 years

05

Please list the employer(s) on your application where your experience was obtained in question 4. Type N/A if you have no related experience. See Template Below.

Employer Name:
Job Title:
Hours Worked Per Week:
Dates of Employment:

06

The following skills assessment is a self-assessment used to evaluate an applicant's training and experience.
I understand that:
A) Part-time experience must be prorated and credited as half of full-time experience (i.e., if you performed the task for two years in a part-time position, 20 hours per week, you can only credit yourself with one year of experience in that area)
B) The education, knowledge, and experience levels indicated by my skills assessment responses must be supported and clearly documented in the "Education" and "Work Experience" sections of my application;
C) Any falsification or misrepresentation of the information listed on the employment application or skills assessment may result in removal from the eligibility list or rescinding a job offer;
D) Responses to assessment questions that are not supported and clearly documented in the "Education" and "Work Experience" sections on the application may result in question scores being adjusted to receive zero points;
E) Assessment scores may be used to consider applicants for the selection process;
F) I further understand that since exam scores will be automatically generated based on the applicant's response to each item in the assessment, score appeals will not be allowed for this recruitment.

• I have read and understand the above information regarding the completion of the following skills assessment questions. I further understand that this recruitment includes a skills assessment and that the answers I provide must be consistent with the "education" and "work history" sections details on my application and that scoring appeals will not be allowed for this recruitment.

07

List all current and professional IS certifications relevant to this position, like CompTIA A+. See template below. Type N/A if this is not applicable to you.

Certification:
Name of agency or institution administering the certification:
08

Indicate your full-time professional experience providing 100% remote technical support.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

09

Indicate your full-time professional experience as a point of escalation relevant to technical support.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

10

Indicate your full-time professional experience collaborating with multiple IS teams to resolve a complex issue.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

11

Indicate your full-time professional experience being part of an IS incident response team.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

12

Indicate your full-time professional experience using ticketing systems, including extracting, and analyzing data for reporting or trend analysis.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

13

Indicate your full-time professional experience using remote support tools related to technical support.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

14

Indicate your full-time professional experience working under service-level agreements (SLAs) and mean time to resolution (MTTR) targets.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

15

Indicate your full-time professional experience creating professional documentation such as Standard Operating Procedures (SOPs), and process or procedure guides.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

16

Indicate your full-time professional experience using IS monitoring tools to proactively identify and resolve issues.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

17

Indicate your full-time professional experience working in environments governed by ITIL, ITSM, Change Management, or Incident Management frameworks.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

18

Indicate your full-time professional troubleshooting experience with any of the following: airport-specific applications, network issues, servers, databases, Microsoft M365 tools, and hardware.

• No Experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 4 to 5 years
• More than 5 years

19

Please list the employer(s) on your application where your experience was obtained in question 8-18. Type N/A if you have no related experience. See Template Below.

Employer Name:
Job Title:
Hours Worked Per Week:
Dates of Employment:

20

Do you currently hold a valid driver's license?

• Yes, I currently hold a valid Nevada driver's license.
• Yes, I currently hold a valid driver's license from another state.
• No, I do not currently hold a valid driver's license.

Required Question