IT Help Desk Coordinator Senior

The work we do matters!

Hiring Agency:

Administrative Services - Agency 65

Location:

Lincoln NE

Hiring Rate:

$27.785

Job Posting:

JR2026- 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% (thats not a typo!) state-matched retirement
Tuition reimbursement
Employee assistance program
79% employer paid health insurance plans
Dental and vision insurance plans
Employer-paid $20000 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 youre currently employed by the State of Nebraska please dont 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: 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: 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.