IT Customer Support Specialist I

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 provide support for the operation and use of computer systems and users in the Department, being assigned to respond to customer service requests for resolving general operational issues of a limited number of software and systems, such as account access and functionalities.

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

Minimum Qualifications/Position-Specific Conditions

Training, Education and Experience

• One year of computer troubleshooting and customer service support experience.
• Equivalent to an Associate's degree from an accredited college or university in information technologies, management information systems, computer science, computer programming, or a closely related field.
• 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
• Possession of, or the ability to obtain, a valid, appropriate Nevada driver's license.
• Possession of any of the following recent certifications is desirable:

Certifications obtained through CompTIA, the Microsoft Certified Professional Program, Cisco Internetworking Certification Program, or any other approved Information Technology Certification.

Best Candidates Will Have

• More than one year of recent computer troubleshooting and customer service support experience, including Microsoft Windows 10 & 11 operating systems and Office 365.
• A Bachelor's degree from an accredited college with major course work in information technologies.
• An equivalent combination of education and experience.
• Ability to work and collaborate in a team environment while fostering and maintaining positive working relationships.

Conditions of Employment

In addition to the General Conditions of Employment found here,the following specific conditions of employment apply to this position:

• 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. 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.
• Are expected to pass a bureau proficiency test upon completion of 24 months of service to obtain Conditional Progression to ITCSS II.
• Are subject to callout 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.
• May work holidays, weekends, and/or varying shifts.
• Are required to maintain an appropriate Nevada driver's license.
• Participate in the LVMPD Mental Wellness Program.
• Physical Conditions:
• Mobility to work in the office and travel to off-site locations housing computer equipment.
• Bodily strength and endurance sufficient to sit at computer terminals for prolonged periods of time and lift and move moderately heavy computer equipment.
• Dexterity sufficient to use the keyboard.
• Agility sufficient to bend, stoop, crawl, and reach to access computer equipment and connections.
• Sight sufficient to read fine prints on the computer monitor or documents.
• Speech and hearing sufficient to communicate with others over the phone and in person.

Selection Process

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 tohttps://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 4pm on Thursday, March 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 40%) - Beginning Monday, April 7, 2025

Exam #2: Oral Board (Weighted 60%) - Beginning Wednesday, April 9, 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. We are no longer accepting hard copies at the time of your Oral Board. For more information on Veteran's Preference Points, please refer to the Frequently Asked Questions on the employment page athttps://www.protectthecity.com/applicants/apply-now/frequently-asked-questions.

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 areencouraged 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.

Additional Information

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

Inquiries

Questions regarding this selection process may be directed to:

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

If you require assistance or special accommodations during any part of the application process, contact Christina Muñoz Vyse at 702-828-3995 and c15398m@lvmpd.com.