IT Help Desk Coordinator Senior
State of Nebraska•Lincoln, NE
•Onsite
About The Position
Under general supervision, this position will perform customer support primarily over the phone in the following areas: General IT request fulfillment and issue resolution, hardware and software support and troubleshooting, request management, user administration, systems administration, process and procedure improvement and documentation, user training and assistance, along with other related work as assigned.
Requirements
- Two year post high school degree or equivalent vocational/technical training in computer science, data processing operations, information technology, management information systems, network or telecommunications systems, AND two years of experience either in installing and using software applications or operating data processing systems, or in instructing others in the use of these applications or systems.
- Equivalent combination of education and experience in the areas described above may substitute for these requirements.
- Knowledge of: Customer service and support practices, concepts, and standards used for providing end user support of technical solutions to a wide variety of teammates, users, and customers.
- Knowledge in support of computers, printers, networking, mobile devices, software applications.
- Knowledge of Information Technology Infrastructure Library (ITIL) Service Management concepts, Service Management, Process Improvement,
- Skills in: Problem solving, troubleshooting, analytical skills, written and verbal communications
- Ability to: Provide excellent support and communicate with customers/end-users by telephone, in person or remote.
- Ability to diagnose and troubleshoot information technology solutions, read, interpret, and apply detailed and technical instructions; develop and implement new processes and procedures.
- Regular and reliable attendance required.
Nice To Haves
- Experience providing technical support to customers remotely via phone, desktop sharing, online meetings
- Training in Information Technology
- ITIL certifications - General Information Technology certifications
- Customer Service related to Information Technology
Responsibilities
- Provides basic technical support and fulfill Service Desk requests primarily via phone and e-mail communications
- Create, manage, resolve, and escalate Service Desk tickets
- Performs remote/over the phone hardware and software Level 1 support, including issue triage, troubleshooting, issue resolution, etc.
- Supports personal computers, devices, and associated peripherals, including desktops, laptops, operating systems, Microsoft productivity suites, wireless, mobile devices, printers, etc.
- Analyzes, troubleshoot, and resolve issues involving authentication, connectivity, remote access, security, etc.
- Performs password resets, user authentication, account unlock, etc.
- User account provisioning
- Staff onboarding and transitioning process.
- Writing/Typing skills for documenting requests via Service Desk tracking system.
- Open and frequent communication to customers, end-users, system admins. via phone, email, instant messages, tracking system, etc.
- Composes and sends service outage notifications using email, web, and other mass notification systems.
- Develops and maintains various Service Desk processes and procedures
- Work with other IT staff to develop new process/procedures to support new product/services
- Provides relevant basic training to end-users
- Processes requests
- OCIO Service Desk Senior Coordinators are responsible for training new Service Desk Coordinators
- OCIO Service Desk Senior Coordinators are responsible for creating/maintaining process documentation.
- OCIO Service Desk Senior Coordinators are responsible for creating/maintaining/improving processes.
Benefits
- 13 paid holidays
- Vacation and sick leave that begin accruing immediately
- Military leave
- 156% (that's not a typo!) state-matched retirement
- Tuition reimbursement
- Employee assistance program
- 79% employer paid health insurance plans
- Dental and vision insurance plans
- Employer-paid $20,000 life insurance policy
- Public Service Loan Forgiveness Program (PSLF) through the Federal government
- Wide variety and availability of career advancement as the largest and most diverse employer in the State
- Opportunity to be part of meaningful work and make a difference through public service
- Training and Development based on your career aspirations
- Fun, inviting teammates
- A safe and secure environment
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
