IT Help Desk Coordinator

State of Nebraska•Lincoln, NE

9d•$21

About The Position

As a Level 1 Help Desk Coordinator at State of Nebraska, candidate will play a crucial role in providing efficient and effective technical support to our clients. Candidate will be the first point of contact for our clients seeking assistance with their IT issues, and your primary responsibility will be to provide timely and accurate solutions or escalate issues as necessary. Look at what we have to offer! • 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 At the State, we stand by our core values of treating others with dignity and respect, acting ethically in all situations, and creating an environment where our customer is our top priority. Apply to join our team today!

Requirements

One year of post high school coursework or vocational/technical training in computer science, data processing operations, information technology, management information systems, network/ telecommunications systems, AND one year 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.
Regular and reliable attendance required.
Speak in a calm and professional manner, even in stressful situations. Provide concise and accurate written communication in emails and ticket updates.
Patience & Empathy Acknowledge users’ frustrations and show understanding. Remain patient when dealing with repeated or difficult issues. Express empathy by using phrases like, “I understand how frustrating this must be, let’s work together to resolve it.”
Problem Ownership & Follow-Through Take responsibility for resolving or escalating issues. Provide realistic expectations about resolution timeframes. Follow up with users to ensure their issue is resolved and they are satisfied.
Professionalism & Courtesy Maintain a positive and friendly tone in interactions. Respect users, even if they are frustrated or upset. Avoid technical jargon unless speaking to an experienced user.
Conflict Resolution & De-escalation Stay calm and composed when dealing with frustrated users. Avoid blaming the user or system—focus on solutions. If necessary, escalate difficult interactions to a supervisor professionally.
Efficiency & Time Management Balance quality service with resolving issues in a timely manner. Politely redirect unnecessary small talk to stay focused on troubleshooting. Close tickets efficiently while ensuring a thorough resolution.
Building Trust & User Confidence Be honest about what you can resolve and when escalation is needed. Guide users through steps patiently to empower them for future troubleshooting. Maintain a helpful and service-oriented attitude to create a positive IT support experience.
Basic IT Concepts Understanding of operating systems (Windows, macOS, Linux basics) Basic networking concepts (IP addresses, DNS, DHCP, VPN) Common software applications (Microsoft Office, web browsers, email clients) Fundamental hardware components (PCs, laptops, printers, peripherals)
Help Desk Tools & Ticketing Systems Experience with ticketing systems (ServiceNow, Zendesk, Freshdesk, JIRA) Remote desktop and troubleshooting tools (TeamViewer, AnyDesk, RDP)
IT Security Principles Password policies and authentication methods Recognizing phishing and social engineering attacks Basic antivirus and endpoint security knowledge
Common IT Issues & Troubleshooting Password resets and account lockouts Printer and peripheral device setup Internet connectivity issues Software installation and updates Email and Outlook troubleshooting
Technical Troubleshooting Identify and diagnose hardware/software issues Follow step-by-step troubleshooting guides Escalate complex issues to Level 2/3 teams
Customer Service & Communication Clear and professional verbal/written communication Active listening to understand user problems Patience and empathy in dealing with non-technical users
Time Management & Prioritization Handling multiple tickets simultaneously Recognizing high-priority incidents (e.g., system outages) Meeting service level agreements (SLAs)
Documentation & Reporting Logging issues and resolutions in a ticketing system Writing clear and concise notes for future reference
Adaptability & Willingness to Learn Staying updated on new technologies and IT trends Quickly learning internal IT systems and processes
Logical Thinking & Problem-Solving Diagnosing issues methodically Applying troubleshooting steps effectively
Working Under Pressure Handling urgent issues with calmness Managing high call or ticket volumes efficiently
Collaboration & Teamwork Coordinating with Level 2/3 support teams Sharing knowledge with peers for improved problem resolution

Nice To Haves

Technical Proficiency: • Strong understanding of operating systems (Windows, macOS, Linux). • Familiarity with common office software (Microsoft Office, Google Workspace). • Basic knowledge of hardware components and troubleshooting. • Ability to set up and configure various devices (computers, smartphones, printers).
Customer Service Skills: • Excellent communication skills, both written and verbal. • Empathetic and patient when dealing with end-users' technical issues. • Active listening skills to understand user problems and provide effective solutions. • A customer-centric approach to problem-solving.
Problem-Solving Abilities: • Strong analytical and critical thinking skills to diagnose and resolve issues. • Ability to follow troubleshooting procedures and adapt them as needed. • Knowledge of common help desk ticketing systems and incident management processes.
Multitasking and Time Management: • Capacity to handle multiple support requests concurrently. • Efficient time management to prioritize and resolve issues in a timely manner.
Team Player: • Ability to collaborate with team members, including Level 2 and Level 3 support personnel. • Willingness to share knowledge and contribute to team success.
Documentation Skills: • Proficiency in documenting help desk procedures, resolutions, and common issues. • Organized and detail-oriented in maintaining accurate records.
Customer Training: • Experience in providing basic technology training to end-users. • Developing and updating user guides or FAQs to promote self-help.
Certification: • IT certifications like CompTIA A+, CompTIA Network+, or similar, which demonstrate technical knowledge and commitment to the field.
Adaptability: • Ability to learn quickly and adapt to changing technologies and software. • Staying up-to-date with industry trends and best practices.
Professionalism: • A professional and courteous demeanor, even when handling challenging situations. • Maintain confidentiality and data security protocols.
Knowledge of Security: • Basic understanding of cybersecurity best practices to assist in user awareness and protection against common threats.
Certifications: • Relevant certifications, such as ITIL Foundation, can be a plus, demonstrating knowledge of IT service management best practices.
Experience: • Prior experience in a help desk or technical support role is beneficial but not required for an entry-level position.

Responsibilities

Provide first-level technical support to end-users, assisting with hardware, software, and network-related issues.
Answer incoming phone calls, emails, and support tickets, and assist users in a timely and professional manner.
Create and maintain user accounts, reset passwords, and assist with account management tasks.
Troubleshoot and resolve common hardware and software problems, such as printer issues, login errors, and application errors.
Document and track all support requests in a ticketing system, ensuring accurate and up-to-date records of user issues.
Identify, classify, and prioritize support requests based on urgency and impact on users' productivity.
Provide step-by-step instructions and guidance to users for resolving minor technical problems independently.
Escalate complex issues to Level 2 or Level 3 support teams while providing detailed information to facilitate efficient problem resolution.
Maintain knowledge base articles and frequently asked questions (FAQs) to assist users in finding solutions to common problems.
Assist with software installations, updates, and patches on users' workstations.
Coordinate and schedule equipment repairs, replacements, or maintenance with appropriate vendors or internal teams.
Provide basic training to end-users on common software applications and IT best practices.
Monitor system alerts and perform routine system checks to identify and address potential issues proactively.
Collaborate with other IT staff to ensure smooth operations and timely incident resolution.
Stay updated on emerging technologies and trends in IT support to enhance skills and knowledge.
Participate in on-call rotations and after-hours support as required to maintain 24/7 support coverage.
Contribute to the improvement of help desk processes and procedures by providing feedback and suggestions.
Maintain a high level of professionalism, patience, and customer service skills when interacting with end-users.
Other duties as assigned and within the scope of the classification.

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
comprehensive package of pay, benefits, paid time off, retirement and professional development opportunities