Service Desk Administrator II

Reno–Tahoe Airport Authority (RTAA)

Reno, NV

IT Support Specialist • Microsoft active directory • Desktop Support • Cloud Platform • A/V Support ________________________________________

Job Summary

The Reno-Tahoe Airport Authority (RTAA) is seeking an experienced Service Desk Administrator II to join the Technology and Information Systems department. Reporting to the Manager of Information Technology, the Service Desk Administrator II delivers exceptional customer support and ensures the smooth operation of organizational computer systems, laptops, and peripherals through a ticketing system. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading desktop hardware and related equipment to maintain optimal workstation performance. This role serves as the primary point of contact for planning and supporting Audio/Video technology for meetings. The administrator will troubleshoot technical issues—whether in person, by phone, or via remote assistance—promptly and accurately, providing end-user support as needed.

Additional duties include managing purchasing and vendor relationships for software, hardware, and managed service providers. The position requires the ability to perform tasks independently with minimal supervision.

As a Service Desk Administrator II , this individual will also mentor and provide guidance to Level I internal and external staff. This includes assisting with technical problem-solving, sharing best practices, and supporting professional development to ensure consistent service quality across the team.

A fully completed online RTAA Employment Application must be received by 11:59 p.m., Sunday, March 8th, 2026. Apply ASAP as the position will close without notice when enough applications are received to make a hiring decision.

RTAA invests in our employees and treats them with respect. Through career development, health programs, team-building activities, and employee assistance programs, we want our employees to live fulfilled lives and we strive to help them achieve their goals, no matter what they may be. The RTAA offers a positive, professional work environment that values teamwork, honesty, respect, recognition, integrity, innovation, versatility and excellence. We are an organization that demonstrates forward-thinking, employee-focused values with a highly skilled and engaged workforce. Our employees are the current and future strength of the organization. From employee events and outings to volunteer opportunities, to multiple levels of recognition, we are working hard to take care of our most important asset: our people.

The Service Desk Administrator role exists to assist the RTAA with technology problems and service requests via a help desk tracking system. This includes supporting and maintaining organizational computer systems, desktops, and peripherals in person, by telephone, or via work order.

Examples of Duties

• Mentor Level I internal and external staff for the below duties and act as an escalation point.
• Monitor and answer ticketing system requests to provide assistance for computer related problems including hardware, software, telephones, printers, peripherals, and related equipment. Management of ticketing system includes appropriate assignment of tickets to IT resource for resolution.
• Conduct research to understand, explain, and resolve technology issues.
• Communicate updates to users that have been or may be affected by a problem.
• Ensure response times are quick and effective to appropriately resolve requests.
• Initiate onboarding and offboarding procedures for users into the system.
• Assist with the administration of e-mail, remote access, and internet services for the RTAA.
• Assist users with audio/video technology assistance as required.
• Manage mobile devices using MDM.
• Monitor inventory of IT supplies and purchase as needed.
• Create and maintain IT documentation of procedures, assets, problems, resolutions, and other information necessary for efficient operations.
• Assist end users with unlocking accounts, resetting passwords.
• Support and maintain organizational hardware and equipment while ensuring optimal workstation performance.
• Support development and implementation of new computer projects and new hardware installations. Assist IT staff with hardware and software installations and upgrades as required.
• Conduct research on, and make recommendations for, hardware products in support of procurement efforts.
• Collaborate with IT team members to ensure efficient operation of the organization's desktop computing environment.
• Ability to learn and support the common use system (Paging, FIDS, Common Use Systems)
• Assist users in understanding and utilizing various software applications, systems, and tools effectively through training sessions or documentation.
• Identify opportunities for process improvement, automation, and efficiency enhancement within the service desk function.
• Work closely with other IT teams, vendors, and stakeholders to resolve issues, implement changes, and improve service delivery.
• Maintain and improve knowledge and skills through continuing education courses, industry publications and other methods to remain current with emerging technologies and applications in order to evaluate their usefulness to the RTAA.
• This position may be deemed to be essential personnel as part of RTAA's Emergency Response Team and may be required to respond to airport incidents as requested/required.
• Maintain and support a high level of customer service.
• Please note that the Employer retains the right to change or assign other duties to this position.

Examples of Knowledge, Skills and Abilities required:

• Knowledge of computer hardware and software.
• Knowledge of network management tools and problem analysis techniques.
• Knowledge of principles and practices of software licensing.
• Knowledge of principles and practices of IP networking and ethernet switching.
• Skill to interpret technical manuals and documentation.
• Skill in installing and maintaining hardware and software.
• Ability to troubleshoot and resolve network and system problems.
• Ability to coordinate daily operations, organize and schedule installations and down time.
• Ability to communicate orally and in writing in a clear and concise manner.
• Ability to establish, maintain and foster positive working relationships.
• Preferred Knowledge, Abilities and Skills
• Knowledge of principles and practices of setting up and maintaining virtual computing environments and virtual private networking.
• Knowledge of principles and practices of disaster recovery.
• Skill in patching and end-point protection.
• Skill in Microsoft Server Administration

Required Education / Experience

Education/Certification: An Associate's degree from an accredited college or university in computer science, information technology, management / computer information systems, or a closely related field. OR: An equivalent combination of directly related experience in technical support AND directly relevant industry certifications (e.g., Microsoft, Cisco, or CompTIA, etc.).

Required Experience: Two (2) years of experience in technical support responsibilities sufficient to provide one with a working knowledge of desktop hardware and software installation and maintenance as well as standard office technology tools.

Required Licensing and/or Certifications

Prefer relevant industry certifications from CompTIA, Microsoft, Cisco, etc.

Possession of a valid Nevada Driver's License; ability to obtain and maintain eligibility to hold a Security Identification Display Area (SIDA) badge.

Physical Requirements

Ability to remain in a stationary position for long periods of time, reach, bend, climb, lift, push, and pull items.

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and transport small carry parcels, packages and other items, to traverse short distances, and drive a vehicle to deliver and pick up materials. May have to occasionally lift items weighing 50lbs.

This job description lists only the primary job duties normally assigned to this position but does not restrict the performance of other duties as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential tasks.

Entry Salary: $30.60- $35.65 hourly based on experience, with opportunity for annual step-based increases up to a maximum of $40.70. Initial salary placement will be based upon experience and qualifications. This is an hourly and overtime eligible position.

Benefits: The RTAA offers a competitive wage and benefit package and provides a high-quality work-life balance. Employee benefits include employer paid contributions to the Nevada PERS retirement program; 100% employer paid health insurance for the employee (effective first day of the month after your hire date); paid vacation and sick leave ; 14-paid holidays per year; and tuition reimbursement - just to name a few!

HOW TO APPLY:

A fully completed official online RTAA Employment Application must be received by 11:59 p.m., Sunday, March 8th, 2026. Qualified individuals are encouraged to apply immediately. Recruitment will close without notice when enough applications are received, or a hiring decision has been made. For more information about this opportunity and to apply, visit: https://renoairport.com

The RTAA Employment Application is the primary screening tool to determine an applicant's qualifications. A resume may be submitted in addition to, but not in lieu of, completing the RTAA Employment Application. While you may submit a resume, it is supplemental and will not be used to determine whether or not you have met the minimum qualifications. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your RTAA Employment Application.

Below is a summary of our requirements:

• Provided detailed information to address how you meet and/or exceed minimum qualifications for the position.

• Provided a minimum of five (5) years of employment history.

• Explained any gaps in employment of six (6) months or more within the 'Work History' section. To explain gaps, add a new employer, write what was occurring under the 'Name of Employer' (e.g., unemployed, student, etc.), and list dates.

• If you had more than one (1) position with the same employer, separately list each position and the time you were in that position.

Pre-Employment Requirements: The RTAA requires each candidate to successfully complete employment history verification and background check prior to being considered for employment. All employment offers are subject to successful completion/passing of a drug-screening test , a fingerprint criminal history records check, and an Airport Security Badging test.

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Common Search Titles

IT Support Specialist • Microsoft active directory • Desktop Support • A/V Support • Remote desktop support • Cloud platforms

_The RTAA is an organization that thrives by living our core values and by honoring the dignity of all individuals. With teamwork, respect, versatility and a focus on excellence, we serve our employees and our community with pride and passion. We are a drug-free workplace, and an equal opportunity employer committed to providing a healthy work environment. _