Senior IT Customer Support Specialist

Salary Information:
The salary for this position is negotiated through a collective bargaining agreement.  All new employees will be hired at the minimum salary in the range and will be eligible for merit increases until reaching the maximum salary in the range.

Definition
Incumbents perform a variety of complex troubleshooting functions at the lead worker level to support the day-to-day operation of the Department's computer systems and their users.

Click here to view a complete copy of the class specification, including environmental and physical conditions.

Training, Education and Experience

• Four years of increasingly responsible computer troubleshooting and customer service support experience; or completion of progression to an IT Customer Support Specialist II.
• Equivalent to an Associate's degree from an accredited college or university in computer science, management information systems, information technologies, computer programming, or a closely related field.
• Possession of, or the ability to obtain, a valid, appropriate Nevada driver's license.
• Be a citizen/naturalized citizen or permanent resident alien without conditions on status of the United States of America by the date of the first test instrument.
• Be at least 18 years old by the date of the first test instrument.

• Certifications obtained through the Microsoft Certified Professional Program, CompTIA, Cisco Internetworking Certification Program, or any other approved information technology certification. 
• A degree from an accredited college with major course work in Information Technologies.
• More than four years of recent experience in computer troubleshooting and customer service support.
• Ability to work and collaborate in a team environment while fostering and maintaining positive working relationships.
• Lead worker experience in technical and functional tasks.
• Leadership experience including mentoring others, embracing feedback, and contributing to continuous improvement for self and others. 

1. Personal Appearance: While on duty, and/or representing the Department, uniformed or otherwise, all Department employees will be neat and clean in their appearance in public. Employees are prohibited from attaching, affixing, or displaying objects, articles or jewelry on or through the nose, tongue, eyebrow or other exposed body part, except the ears for females, while on duty. Employees are prohibited from stretching or "gauging" their earlobes. All jewelry implants will not be exposed or visible while on duty. Tattoos or branding will not be exposed or visible while on duty and/or representing the Department. Such markings must be covered by clothing. Markings that cannot be covered by clothing will be covered using neutral-toned bandages or patches except for hands, neck, head, or face tattoos (added 05/29/24). Makeup is not permissible to cover a tattoo. Tattoos or branding anywhere on the body that promote racism/discrimination, indecency, extremist or supremacist philosophies, lawlessness, violence, or contain sexually explicit material are prohibited.
2. Participate in the LVMPD Wellness Program.
3. Are subject to be on call on a 24-hour basis, which requires the employees to live within the jurisdiction of LVMPD, i.e., a 25-mile radius starting at Sahara and Valley View Blvd.  
4. May work holidays, weekends, and/or varying shifts.  
5. Are required to maintain an appropriate Nevada driver's license.
6. Mobility to work in the office and off-site locations housing computer equipment.    
7. Bodily strength and endurance sufficient to sit at computer terminals for prolonged periods of time and lift and move moderately heavy computer equipment.  
8. Dexterity sufficient to effectively use the keyboard.  
9. Agility sufficient to bend, stoop, crawl, and reach to access computer equipment and connections.  
10. Sight sufficient to read fine prints on the computer monitor or documents.  
11. Speech and hearing sufficient to communicate with others over the phone and in person.

Application Filing

Applications must be submitted online and received by the posted closing date and time. Decisions on an applicant's qualifications for this position will be made solely on the information contained in the application and therefore, should be filled out in its entirety.

To determine your status after submitting an employment application, you may access your account by going to https://www.governmentjobs.com/Applications/Index/lvmpd.  

Application Screening (Pass/Fail)

Applications will be reviewed to determine those candidates who meet the minimum qualifications and are in the top group to continue in the testing process. Those who most closely match the criteria set out in the "Best Candidates Will Have" section will be in the top group. These qualified candidates will be invited to participate in the remainder of the testing process set forth below. Applicants will be notified of the results of the screening process via email.  If you have not received your notification by 5:00 pm PST on Thursday, February 20, 2025, it is your responsibility to confirm your eligibility to test for this position by contacting the OHR representative listed below in the Inquiries Section.

Exam Dates*

Exam  #1: Practical Exam (Weighted 30%) – Beginning Monday, March 10, 2025

Exam  #2: Oral Board (Weighted 70%) – Beginning Wednesday, March 12, 2025

*The LVMPD reserves the right to modify the selection processes and test instruments in accordance with accepted legal, ethical, and professional standards.

**Due to security reasons, personal belongings permitted in the testing facility will be limited. Items such as large backpacks, briefcases, duffle bags or similar items may not be allowed. Those items permitted will be left to the discretion of the LVMPD employees administering the examination and may be subject to a search. 

***If you believe you are eligible for Veteran's Preference Points and want to be considered for them, you MUST attach your DD Form 214 (Member-2 or 4) or Statement/Proof of Service to your application showing 181 days of active duty in good standing. This is the ONLY time your proof of military service will be accepted. For more information on Veteran's Preference Points, please refer to the Frequently Asked Questions on the employment page at www.lvmpd.com.

Additional Selection Processes

If you successfully complete the above selection process, you will undergo a thorough background investigation, including a polygraph exam. A polygraph examination can be stressful and may affect existing medical or psychological conditions or ongoing treatment. Candidates are encouraged to consult with their personal physicians to discuss whether the polygraph will affect a condition or treatment and then follow the guidance of their medical professional. 

The background investigation takes approximately 90 to 120 days to complete. You must also meet the LVMPD Hiring Standards.   LVMPD employees participate in the Department’s random drug screening process.  For more information on the background process, click https://youtu.be/LpAUnwRbT9o for a quick video or https://www.protectthecity.com/applicants/employment-standards/background-investigation for specific information.

Please visit the FAQs available on our employment site for a listing of the LVMPD's open competitive selection and employment policies, and other pertinent information.  Please visit www.protectthecity.com for additional information pertaining to the LVMPD and its hiring process.

Inquiries

• Christina Muñoz Vyse, Analyst, (702) 828-3995, c15398m@lvmpd.com
• Candace Hicks, Human Resources Technician, (702) 828-4126, c15374h@lvmpd.com

Salary : $71,705 - $106,141