Information Technology Help Desk Analyst

State of Nebraska•Lincoln, NE

9d•$65,040 - $73,162•Onsite

About The Position

This position will work under general supervision of the Help Desk/Lead to provide technical and informational assistance and guidance to customers/end-users. They will be supporting technology for approximately 350 endpoints.

Requirements

Knowledge of customer service and support practices, methods, concepts and standards.
Knowledge of methods for troubleshooting, recovering, adjusting, modifying and improving information technology systems.
Excellent oral and written communication skills, including technical information and documentation of operational procedures and problem resolutions.
Proficient in Windows 11, Active Directory, Google Workspace and macOS endpoints.
Basic knowledge of TCP/IP networking.
Analyze user needs, troubleshoot and apply general rules to logically problem solve.
Install hardware and software.
Establish and maintain effective and professional working relationships.
Ability to deliver responsive quality customer service.
Excellent interpersonal skills with the ability to collaborate with Senators, legislative staff, stakeholders and the public.
Ability to work independently, organize and manage work and maintain confidentiality.
Ability to produce quality work under pressure and in a fast-paced environment.
Associate degree or equivalent vocational technical training in computer science, data processing operations, information technology, information management systems or network. Relevant work experience may substitute on a year-for-year basis.
At least two years' experience installing and using software applications, operating data processing systems, or instructing others in the use of applications or systems.

Responsibilities

Technical support for legislative computer systems, either in-person or remotely.
Support State Senators on the floor while the Legislature is in session.
Manage the incident lifecycle using the Legislative ticketing system, ensuring rapid and resolution of user issues.
Install new and/or update laptops, printers and peripherals and client software.
Reset passwords
Enforce compliance with security policies and other standards.
Manage the full hardware lifecycle for 350 endpoints, from deployment and inventory tracking to secure decommissioning.
Read hardware and software documentation for the purpose of carrying out core assessments.
Develop, enhance and maintain documentation for the Legislative Technology Center.
Keep current on trends, developments, innovations and equipment used.
Upon request, provide research on technical products.
Assists in creating training materials.
Provide other duties as assigned.