Hybrid Client Support Analyst — IT Helpdesk

Nashville Public Radio; Lincoln Center (IA); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA / FSA

401K / retirement plan

Tuition reimbursement

Performance-based incentives

Job summary

Nelnet Inc. seeks a Client Support Analyst to be the first point of contact for clients, handling non-complex tech/service issues with courteous service and timely resolutions. The role emphasizes customer relationships and escalation when needed.

The position offers a hybrid schedule within 30 miles of an office, with in-office presence three days per week. Candidates should have a high school diploma (associate degree IT preferred) and 2+ years in support or helpdesk, plus experience with

Qualifications

• 2+ years of experience in a customer support or IT helpdesk environment.
• Experience working with a ticketing or helpdesk system.

Responsibilities

• Act as the first line of support for client inquiries via phone or email and coordinate with internal/external stakeholders.
• Diagnose, troubleshoot, track, and prioritize non-complex issues; escalate as needed.
• Develop and maintain relationships within the client segment to ensure satisfaction and retention.
• Log and track all interactions in the ticketing/CRM system with accurate documentation.
• Collaborate with internal teams to resolve solutions in a timely manner.
• Provide basic guidance or training to clients on product usage.
• Adhere to SLAs for response and resolution times.

Skills

Excellent verbal and written comms

Software/hardware/network know-how

Issue assessment and escalation

Strong organizational skills

Patience under pressure

Multi-tasking capability

Education

High school diploma

Associate degree or IT certification preferred

Tools

Ticketing system

Job description

Nelnet Inc. seeks a Client Support Analyst to be the first point of contact for clients, handling non-complex tech/service issues with courteous service and timely resolutions. The role emphasizes customer relationships and escalation when needed.

The position offers a hybrid schedule within 30 miles of an office, with in-office presence three days per week. Candidates should have a high school diploma (associate degree IT preferred) and 2+ years in support or helpdesk, plus experience with