À propos de ce poste IT Help Desk Coordinator Senior chez State of Nebraska
The work we do matters!
Hiring Agency:
Administrative Services - Agency 65
Location:
Hiring Rate:
Job Posting:
Applications No Longer Accepted On (If no date is displayed, job is posted as open until closed):
Job Description:
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. 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.