IT Help Desk Coordinator Senior

State of Nebraska; Lincoln (NE); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

13 paid holidays

Vacation and sick leave on accrual

156% state-matched retirement

Tuition reimbursement

Health insurance coverage 79% employer

Dental and vision insurance

Life insurance policy

PSLF program

Career advancement opportunities

Training and development

Job summary

The State of Nebraska's Office of the CIO is seeking a Senior IT Help Desk Coordinator to provide frontline support by phone and email, fulfill Service Desk requests, and manage tickets, including remote and on-site troubleshooting where required.

Responsibilities include hardware and software support, user administration, documentation, training new staff, process improvement, and contributing to ITIL-based service management.

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.

Responsibilities

• Provide basic technical support primarily via phone and e-mail communications.
• Creates, manages, resolves, and escalates Service Desk tickets.
• Performs remote/over the phone hardware and software Level 1 support and troubleshooting.
• Supports personal computers, devices, and associated peripherals including desktops, laptops, printers, etc.
• Develops and maintains Service Desk processes and procedures and trains new staff.

Skills

Customer support

Phone support

Windows OS

ITIL knowledge

User administration

Education

Associate degree in IT

Tools

Service Desk software

Job description

Job Posting

JR2026-00028812 IT Help Desk Coordinator Senior (Open)

The work we do matters!

Hiring Agency

Administrative Services - Agency 65

Location

Lincoln, NE

Hiring Rate

$27.785

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.

Benefits

• 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.

Job Duties

Call Support and Resolution: Provides basic technical support and fulfill Service Desk requests primarily via phone and e-mail communications. Creates, manages, resolves, and escalates 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, troubleshoots, and resolves 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.

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.

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.