Sr. Help Desk Associate

Nebraska; Lincoln, Northern (NE, KY); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Tuition benefit

Paid time off

13 paid holidays

Career advancement programs

Job summary

University of Nebraska invites applicants for an ITS Service Desk support role based in Lincoln, NE. The position provides direct help for accounts, access, email, hardware, and campus connectivity across university services.

The ideal candidate will have 2 years of post-secondary education and 2+ years in desktop or service desk support, with proficiency in Microsoft Office, Windows and macOS, and hardware troubleshooting. On-site collaboration with ITS teams is expected.

Qualifications

• Two years of post-secondary coursework required.
• 2 years professional desktop or service desk experience.
• Proficiency with Microsoft Office, Windows and macOS.
• Experience with hardware and software support on desktops and laptops.
• Experience with direct customer support, in person or remotely.
• Equivalent combos may be considered.

Responsibilities

• Serve as internal escalation point for ITS Service Desk.
• Provide direct support for accounts, access, email, hardware, and campus connectivity.
• Collaborate with networking, security, and endpoint teams.
• Support university departments using best practices.

Skills

Customer service

Desktop support

Remote/phone support

Education

Two years post-secondary coursework

Tools

Microsoft Office Suite

Windows

macOS

Hardware troubleshooting

Job description

Assist University community with University Information and computing needs via phone, ticketing system, in-person support, and other communication methods. This position would utilize industry recognized incident management, remote management, and system management tools to monitor, assist, and resolve issues for users and other departments within the university. This includes providing direct support for services such as: advanced account and access support, hardware and software support, email support, and campus connectivity issues. This position will need to quickly become familiar with University Identity Management tools, student information systems, University monitoring tools, and other University Enterprise Systems. This person must also demonstrate a strong track record of proven customer service. This position will serve as an internal escalation point for the ITS Service Desk. Associates will work closely with other specialists throughout ITS including networking, security, academic technology, and endpoint security to provide industry standard best practices and support to university departments.

This position will uphold the ITS core principles of outstanding collaboration and communication, a drive to succeed, a passion for higher learning, and acting with integrity.

University of Nebraska employees enjoy a flexible benefits program allowing you to customize your benefits to suit your personal needs; paid vacation and sick leave in addition to 13 paid holidays; access to career-advancing educational programs, including an employee and dependent tuition benefit applicable at any of the NU campuses; and immediate vesting pre-tax retirement benefits.

Required Qualifications:

Two years post-secondary coursework

2 years professional experience with desktop and/or IT helpdesk/service desk

Knowledge and experience with Microsoft Office Suite, Windows and/or Apple macOS operating systems, software application administration, and hardware

Experience providing hardware and software support for desktops, laptops, mobile devices, and printers

Experience with direct customer support face-to-face and/or remotely

Equivalent combination of education and experience, that provides the required knowledge, skills, and abilities may be considered.

Preferred Qualifications:

Experience with audio/visual (AV) classroom equipment

Nationally recognized IT certifications

Experience interacting with vendors

Additional Information:

The ideal candidate is an agile professional with strong interpersonal communication skills, flexibility and responsiveness; exhibits high ethical standards; proficient in managing time and competing priorities; responsive and committed to supporting staff; committed to the ideals of a major public research university.

Special Instructions:

Please note: Sponsorship will not be offered for this position.

This position is not eligible for an alternative worksite arrangement and will be located on-site in Lincoln, NE.

Campus Name: University of Nebraska System (UNOP)

For questions or accommodations related to this position contact: [e-mail]

The University of Nebraska is an Equal Opportunity Employer. It is the policy of the University of Nebraska to adopt and support measures designed to prevent and eliminate discrimination against employees and prospective employees of the University of Nebraska based on race, color, ethnicity, national origin, sex, pregnancy, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, marital status, and/or political affiliation. The University of Nebraska does not condone or tolerate discrimination.