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IT CUSTOMER SUPPORT SPECIALIST I/II

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IT CUSTOMER SUPPORT SPECIALIST I/II

Salary

$26.00 - $41.52 Hourly

Location

Clark County - Las Vegas, NV

Job Type

PERMANENT

Job Number

30434

Department

Information Technology

Division

Operations

Opening Date

12/30/2025

Closing Date

1/13/2026 5:01 PM Pacific

Max Number of Applicants

250

+ Description

+ Benefits

+ Questions

ABOUT THE POSITION

The Clark County Information Technology Department is seeking a qualified IT Customer Support Specialist I/II to provide front-line technical and customer support for internal staff and external customers across six County departments. This role responds to telephone and help desk requests related to enterprise software applications (including permitting, licensing, and case management systems), desktop operating systems, and common office productivity tools.

The IT Customer Support Specialist I/II analyzes issues, provides guidance and problem resolution, escalates complex requests as needed, and documents activity using call tracking and ticketing systems, contributing to efficient and reliable technology services Countywide.

THIS RECRUITMENT IS LIMITED TO THE FIRST 250 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED.

IT Customer Support Specialist I: $26.00 - $38.46 Hourly

IT Customer Support Specialist II: $28.15 - $41.52 Hourly

The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II.

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 at either level or may be extended as needed by Human Resources.

Human Resources reserves the right to call only the most qualified applicants to the selection process.

Some positions may be confidential positions and are excluded from membership in the union.

Some positions may be non-union positions and are excluded from membership in the union.

MINIMUM REQUIREMENTS

Education and Experience:

Customer Support Specialist I - Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) 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.

Customer Support Specialist II - In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.

All qualifying education and each 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. All details must be written in your own words and cannot be copied from job descriptions or other external sources.

Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.

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.

Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.

EXAMPLES OF DUTIES

+ Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.

+ Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.

+ Ensures users have needed telephone and wireless systems and features.

+ Analyzes and evaluates possible solutions to problems.

+ Advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems.

+ Sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone.

+ Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends.

+ Provides technical assistance to County employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment.

+ Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications.

+ Prepares written documentation and instructions for customer use in an operational setting.

+ Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required.

+ Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers.

+ Maintains a library of such information for departmental use.

+ Proofreads and edits technical and non-technical materials prepared by others.

+ May develop training materials and exercises; revises and updates curricula as required.

+ May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects.

+ Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.

+ Maintains files and may perform a variety of general office support work related to the activities of the unit.

+ Uses standard office equipment and variety of computer hardware and software in the course of the work.

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 of time, vision to read printed materials and a computer screen, and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Come Make a Difference and Join the Clark County Family where we offer a comprehensive benefits package that includes:

+ Flexible Schedules including 4/10 options

+ 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)

+ Medical (https://www.clarkcountynv.gov/government/departments/risk\_management/employee\_and\_retiree\_health\_benefits.php#outer-2778) - 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:

+ 13 Paid Holidays including a Floating Birthday Holiday

+ Paid Vacation Leave

+ Paid Sick Leave

+ Holiday Leave

+ Other leave options

+ Catastrophic Leave

+ Parental Leave – Up to 90 days

+ 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 – $12/month

*Benefits vary and are subject to change depending on assignment, hiring organization and bargaining unit.

01

The following questions 1-5 will be used to assist in determining if candidates meet the minimum qualifications. Please note that 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).

Which best describes your level of education? (Applicants with foreign or international education, including full degrees, partial degrees, or individual credits, must obtain a professional credential evaluation from an accredited evaluation agency. The evaluation must verify the U.S. educational equivalency and, if the applicant is offered a position, an original and verifiable copy must be submitted to Clark County at the candidate’s expense.)

+ Some High School

+ 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

List all degrees received or college level course work that directly relates to the position. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related education (see template below).

College/University:

Did you graduate:

College Major/Minor:

Semester Credits Completed:

Degree Received:

03

Indicate your full-time professional experience using 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

+ More than 5 years

04

Please list all employer(s) and each job title on your application where your experience was obtained in question 3. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

05

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 Experience" sections detailed on my application and that scoring appeals will not be allowed for this recruitment.

06

Indicate your full-time professional experience providing customer support and technical assistance to internal staff and/or external customers, including responding to phone calls, troubleshooting application or computer issues, and assisting users with problem resolution.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

07

Please list all employer(s) and each job title on your application where your experience was obtained in question 6. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

08

Indicate your full-time professional experience serving as a primary point of contact for end users, such as answering phones, assisting walk-in or remote customers, and resolving or routing service requests.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

09

Please list all employer(s) and each job title on your application where your experience was obtained in question 8. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

10

Indicate your full-time professional experience using help desk or call tracking systems to document, track, and resolve customer service requests.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

11

Please list all employer(s) and each job title on your application where your experience was obtained in question 10. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

12

Indicate your full-time professional experience supporting business or enterprise software applications and desktop systems, such as assisting users with logins, application access, basic troubleshooting, or system navigation.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

13

Please list all employer(s) and each job title on your application where your experience was obtained in question 12. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

14

Indicate your full-time professional experience assisting users with account access, such as password resets, account setup, or access issues for applications or email systems.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

15

Please list all employer(s) and each job title on your application where your experience was obtained in question 14. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

16

Indicate your full-time professional experience providing customer or technical support in a government or public sector environment.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

17

Please list all employer(s) and each job title on your application where your experience was obtained in question 16. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

18

Indicate your full-time professional experience creating or maintaining documentation such as user instructions, FAQs, knowledge base articles, or support guides for customers or staff.

+ No Experience

+ Less than 2 years

+ 2 to 3 years

+ 3 to 4 years

+ 4 to 5 years

+ More than 5 years

19

Please list all employer(s) and each job title on your application where your experience was obtained in question 18. The template provided below must be completed in its entirety or the application will be considered incomplete and not eligible to move forward in the process. Type N/A if you have no related experience (see template below). Do not list "see attached resume"

Employer Name:

Job Title:

Hours Worked Per Week:

Dates of Employment:

20

Indicate which of the following tools or technologies you have used working in a professional, full-time employment capacity (select all that apply).

+ Active Directory or similar user management tools

+ E-Payment electronic processing payment (e.g., platforms that handle electronic financial transactions, including POS Systems, credit card payments, ACH transfers, and online or digital payment systems, such as PayPal, Square, Apple Pay, CyberSource, or similar)

+ Electronic processing systems (e.g., ePermit Hub, ProjectDox, Accela, Bluebeam Revu,DocuSign, Tyler Technologies, OnBase, Adobe sign etc.)

+ Government or public sector software applications (e.g., software like Accela, Oracle Government Cloud, File 360, Legistar, C-Track, SAP, or permitting systems used for land management, Business licensing, or inspections)

+ Help desk or ticketing system (e.g., ServiceNow, Jira, or similar)

+ Microsoft Office / Microsoft 365 applications

+ Microsoft Windows desktop environments

+ Mobile devices (phones or tablets) in a work environment

+ Remote desktop support tools (e.g., TeamViewer, Proxy Host, LogMeIn, Remote Desktop Protocol (RDP), or Citrix etc.)

+ None of the above

21

Which best describes your overall computer skills (troubleshooting common computer problems and assisting users navigate basic computer functions, such as restarting computers, using DOS commands, checking cables & power supply, checking system storage, resetting passwords, or performing basic computer or OS diagnostics).

+ Limited experience but willing to learn

+ Comfortable with basic computer applications

+ Intermediate level with common applications

+ Advanced level with common applications

+ None of the above

22

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

Employer

Clark County

Address

500 S. Grand Central Pkwy, 3rd Floor PO Box 551791 Las Vegas, Nevada, 89155-1791

Phone

(702)455-4565

Website

http://www.clarkcountynv.gov

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