The work we do matters!




Hiring Agency:

Administrative Services - Agency 65



Location:

Lincoln Job Posting



Hiring Rate:

$19.942



Classification Salary Range:

$19.94 - $29.40



Job Posting:

JR2024-00006327 SOS Temporary IT Help Desk Coordinator (Open)



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



Job Description:

As a Level 1 Help Desk Coordinator at State of Nebraska, you will play a crucial role in providing efficient and effective technical support to our clients. You 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.



Job duties



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.



Work Schedule



Between the hours of 7:00 AM to 5:30 PM Monday through Friday; adjustments to the work schedule may be required dependent upon assigned duties and can be accommodated to the candidates schedule.



Requirements/Qualifications




Minimum Qualifications:



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.



Preferred:



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 always required for an entry-level position. Keep in mind that these qualifications may vary based on the specific needs and requirements of the organization. Candidates with a combination of technical skills and excellent customer service abilities are typically well-suited for Level 1 Help Desk Coordinator positions.



Other: Regular and reliable attendance is required.






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! For more information on benefits currently offered to permanent teammates, 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. 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.



Current employees of the State of Nebraska should NOT apply on this external career. Instead go to Workday and access the Jobs Hub - Internal Apply app from your home landing page.