4 Lincoln, NE Job Details Full-time $27.79 an hour 2 hours ago Benefits Paid holidays Health insurance Dental insurance Tuition reimbursement Military leave Paid time off Employee assistance program Vision insurance Loan forgiveness Life insurance Qualifications Optimizing workflow processes Authentication Employee onboarding Network troubleshooting Mobile device support ITIL Certification Operating systems Email customer support Technical support via phone Computer Science Management Information Systems IT user and group management Phone communication Associate's degree in computer science Technical documentation IT service management In-person customer service Mid-level Printer (troubleshooting support) User training (technical support) Information security Analysis skills Policy & process development Associate's degree in information technology Internal employee customer service Productivity software support Computer hardware Desktop (troubleshooting support) Desktop applications Technical writing Full Job Description The work we do matters!

Hiring Agency:

Administrative Services

Agency 65

Location:

Lincoln, NE Hiring Rate:

$27.785

Job Posting:

JR2026-00028812 IT

Help Desk Coordinator Senior (Open) Applications No Longer Accepted On (If no date is displayed, job is posted as open until closed):

Job Description:

The Office of the Chief Information Officer does not sponsor STEM or non-immigrant work visas for this 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. 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!

Job Duties:

Call Support and Resolution:

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.

Users and Systems Administration:

Performs password resets, user authentication, account unlock, etc.
User account provisioning
Staff onboarding and transitioning process.

Communication:

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.

Processes and Procedures:

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

TRAINING

OCIO Service Desk Senior Coordinators are responsible for training new Service Desk Coordinators

DOCUMENTATION

OCIO Service Desk Senior Coordinators are responsible for creating/maintaining process documentation. PROCESS
OCIO Service Desk Senior Coordinators are responsible for creating/maintaining/improving processes.

Requirements /

Qualifications Minimum Qualifications:

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.

Preferred Qualifications:

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 Other :

Regular and reliable attendance required.

Knowledge, Skills, & Abilities:

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. If you're currently employed by the State of Nebraska, please don't apply through this external career site. Instead, log in to Workday and open the Jobs Hub

Internal Apply app from your home landing page.

You can access Workday anytime through the Link web page: https://link.nebraska.gov/ Benefits We offer a comprehensive package of pay, benefits, paid time off, retirement and professional development opportunities to help you get the most out of your career and life. Your paycheck is just part of your total compensation. Check out all that the State of Nebraska has to offer! Benefit eligibility may vary by position, agency and employment status. For more information on benefits, please visit: https://statejobs.nebraska.gov/index.html#benefits Equal Opportunity Statement The State of Nebraska values our teammates as well as a supportive environment that strives to promote diversity, inclusion, and belonging. 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