IT Help Desk Coordinator (SOS Temporary)

State of Nebraska • Lincoln, NE

8d • Onsite

About The Position

The Nebraska State Patrol is seeking an IT Help Desk Coordinator through the State of Nebraska’s SOS Temporary Program. The SOS Temporary Program places talent in limited-term assignments supporting state agencies, boards, and commissions. The expected length of this temporary assignment is listed as 12/03/2027. The position supports users of agency-specific software by triaging and prioritizing help tickets and responding to support calls and emails from Nebraska State Patrol and allied partner agency users. Duties include account management, helping users resolve software and business-process issues, and creating documentation and training materials.

The coordinator may develop communication plans for updates and outages and determine how agency-specific software should be installed, balancing cost and effort, security compliance, and minimal disruption to end users. The role documents processes, problems, and resolutions; coordinates deployments; and tests software changes on desktops, laptops, and rugged laptops to ensure they do not affect other agency operations.

Minimum qualifications include one year of post-high-school coursework or vocational/technical training in a related computer or information technology field and one year of relevant experience installing and using software applications, operating data processing systems, or instructing others in their use. An equivalent combination of education and experience may substitute. Regular and reliable attendance is expected. Candidates must satisfy employment eligibility requirements and successfully complete extensive background screening, including a Personal History Questionnaire and fingerprint-based criminal-history check. Applicants must be free of felony convictions and meet the stated requirements concerning association with persons or groups involved in criminal behavior. The State does not sponsor H-1B visas.

Requirements

• One year of post-high-school coursework or vocational/technical training in computer science, data processing operations, information technology, management information systems, or network/telecommunications systems.
• One year of experience installing and using software applications, operating data processing systems, or instructing others in the use of these applications or systems.
• An equivalent combination of education and experience in the specified areas may substitute for the minimum qualifications.
• Regular and reliable attendance.
• Meet U.S. Citizenship and Immigration Services employment eligibility requirements by completing an EEV (I-9) Form.
• Successfully complete extensive background screening, including a Personal History Questionnaire and fingerprint-based criminal-history check.
• Be free of felony convictions and meet the stated requirements concerning continuous association or dealings with persons or groups involved in criminal behavior.
• Knowledge of customer service and support practices, concepts, and standards; knowledge-based applications; troubleshooting and recovery methods; applications, operating systems, diagnostic utilities, protocols, and equipment; resolution documentation; computer setup and systems concepts; network concepts and LAN, WAN, wireless, DSL, and switching technologies; hardware/software interfacing; needs analysis; and data storage.
• Skill in troubleshooting operating errors; testing equipment, software, or procedures; developing and implementing solutions; critical thinking; interpersonal communication; technical writing and documentation; explaining troubleshooting steps in nontechnical terms; time management and prioritization; researching support trends; and evaluating methods to improve customer satisfaction.
• Ability to select appropriate courses of action, exercise initiative, apply different processes and methods, analyze relationships among IT functions, document actions and outcomes, communicate through in-person, telephone, electronic, and written channels, interpret and apply technical rules and policies, distinguish among problems, draw conclusions from information, identify causes, evaluate the impact of upgrades and technology changes, define post-implementation support needs, and advise coworkers.

Responsibilities

• Install, troubleshoot, and support agency-specific software.
• Document software installation processes and resolutions to common issues.
• Escalate issues to Nebraska State Patrol IT personnel as needed.
• Update the agency SharePoint Computer Support knowledge base with documentation.
• Coordinate software deployments, notify agency personnel, and schedule downtime to avoid interfering with agency business needs.
• Review agency support matters for compliance with NITC and CJIS security requirements.
• Test software changes on desktops, laptops, and rugged laptops to ensure they do not affect other agency-specific operations.
• Triage and prioritize help tickets and respond to support calls and emails from agency and allied partner users.
• Manage accounts and assist users with issues and business processes.
• Create documentation and training materials.
• Develop communication plans for software updates and outages and determine installation approaches that balance cost, security compliance, and minimal disruption to end users.
• Document processes, problems, and resolutions.

Benefits

• Select temporary assignments may be eligible for health, dental, and long- and short-term disability benefits; eligibility varies by position, agency, and employment status.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed