IT Help Desk Coordinator/senior

IT Help Desk Coordinator/Senior (Open)

Do you want to enhance your IT career working as part of a fun, cohesive, and dedicated team? If you are a motivated problem solver who enjoys variety and has an interest in creating a positive customer experience and building lasting relationships, this is the perfect position for you! In this role, you'll be the go-to problem solver for a wide range of individuals, providing clear, patient, and professional support. You'll track and resolve issues, maintain user security and data, develop training resources, and assist with software and hardware acquisition. If you're skilled in communication, troubleshooting, and teamwork, this is your opportunity to make a real difference through technology. In addition to a friendly work environment, the Nebraska Department of Transportation (NDOT) offers free parking as well as a host of other valuable benefits, including:

• State-matched retirement contribution of 156%
• 13 paid holidays
• Generous leave accruals that begin immediately
• Military leave
• Tuition reimbursement program
• Dependent tuition reimbursement program with partnering Nebraska community colleges
• Public Service Loan Forgiveness Program (PSLF) through the Federal government
• 79% employer-paid health insurance plans
• Dental and vision insurance plans
• Employer-paid $20,000 life insurance policy
• 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
• Job security and stability, even during times of economic hardship
• Employee Assistance Program
• Fun, inviting teammates

The pay rate for this position is $25.218/hr

Work Hours: Monday-Friday, 7:00 AM to 3:30 PM (in-office)

Location: 1500 Nebraska Parkway, Lincoln, NE

Job Duties

• Provide technical support and coordinate requests through professional communication with customers and stakeholders via phone, email, instant messaging, in person, and ticketing systems.
• Create, manage, and resolve or escalate tickets. Conduct remote triage, troubleshooting, and resolution for hardware, software, and connectivity issues. Monitor ticket progress to ensure timely and effective resolution.
• Support internal and external users, onsite and remotely, by analyzing, troubleshooting, and resolving issues related to authentication, remote access, security, and other technical areas.
• Facilitate password resets, user authentication, account unlocks, user account provisioning, as well as onboarding, offboarding, and other UAR processes.
• Facilitate and track the acquisition, licensing, and renewal of agency hardware and software.
• Prepare user guides, support process resources, and troubleshooting procedures to identify, test, and diagnose issues, improving first-level resolution (FLR).
• Develop and maintain documentation, standards, and guidelines for processes and applications to educate customers and promote self-service options.
• Analyze recurring issues to recommend long-term solutions. Communicate system outages and scheduled maintenance to affected users.
• Actively collaborate in a team environment by participating in huddles, sharing information, and contributing as an engaged team member.
• Perform other duties as assigned.

Requirements / Qualifications

Minimum Qualifications: Two years 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. An equivalent combination of education and experience in the areas described above may substitute for these requirements.

• Experience with and understanding of how the ticketing system works, including creating, tracking, and resolving support requests.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Experience with software/hardware procurement and license management.
• Experience and basic knowledge of Active Directory, Azure, and Adobe applications.
• Experience and advanced knowledge of Microsoft 365.
• Relevant certifications such as Comp TIA A+ or ITIL Foundation.

Knowledge / Skills / Abilities

• Knowledge of customer service and support practices, concepts, and standards for providing end-user support of technical solutions to a wide range of customers.
• Knowledge of Service Management and Process Improvement.
• Possess a general understanding of IT hardware, software settings, connectivity requirements, and IT standards.
• Skills in supporting computers, printers, networking, mobile devices, and software applications.
• Analytical skills, written/verbal communication, and documentation. Ability to provide excellent support and communicate with customers/end-users by phone, in person, or remotely.
• Creative, analytical problem-solver with a passion for customer service.
• Comfortable in a multi-tasking, high-energy environment, action-oriented, and self-disciplined.
• Demonstrate conflict resolution and de-escalation skills with the ability to maintain composure in tense situations.
• Develop and implement new processes and procedures.
• Clearly comprehend issues, approach problems logically and rationally, compose clear and concise responses, and concentrate on the issue at hand through resolution.
• Focus on team collaboration, clear communication skills, persuasive speaking skills, positive language, effective listening, empathy, attentiveness, patience, self-control, and taking responsibility. Adaptability, time management, ability to admit you don't have the answer, and willingness to improve.
• Ability to diagnose and troubleshoot information technology solutions, read, interpret, and apply detailed and technical instructions.

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.

The State of Nebraska values our teammates as well as a supportive environment that strives to promote diversity, inclusion, and belonging. We recruit, hire, train, and promote in all job classifications and at all levels without regard to race, color, religion, sex, age, national origin, disability, marital status or genetics.