IT Help Desk Coordinator (SOS Temporary)

Join the State of Nebraska Team as a Temporary Law Clerk through the SOS Temporary Program!, The Nebraska State Patrol has an exciting opportunity for an IT Help Desk Coordinator to support users on agency-specific software. This position will triage and prioritize help tickets, support calls and emails from NSP and allied partner agency users. This role includes account management, assisting users with issues and business processes and creating documentation and training materials.

This position may also create communication plans regarding updates and outages by determining the best way to install agency-specific software products, weighing the cost/effort, ensuring compliance with security requirements while providing minimal disruption to the end users, and documenting all processes, problems, and resolutions.

Job duties:

• Install, troubleshoot, and provide support for unique agency-specific software

• Document installation processes and resolutions to common issues

• Escalate issues as needed to NSP IT personnel.

• Update the agency SharePoint Computer Support knowledge base with documentation.

• Coordinate software deployments, notifying agency personnel and coordinating downtime to not interfere with the business needs of the agency.

• Provide agency support by reviewing for compliance with NITC and CJIS security requirements.

• Test specific software changes to desktops, laptops, and rugged laptops to make sure the changes will not impact any other agency-specific operations., * Local area network (LAN), wide area network (WAN), Wireless, digital subscriber line (DSL), and switching technologies
• Hardware and software interfacing processes
• Needs analysis
• Data storage

Skill in:

• Troubleshooting and determining causes of operating errors
• Testing equipment, software, or procedures to determine their operating effectiveness
• Developing and implementing solutions to problems
• Critical thinking by use of logic and analysis to identify strengths and weaknesses of different approaches
• Applying interpersonal communication techniques including questioning, listening to, and conveying in a clear manner technical resolution steps
• Writing technical information and documentation regarding operational procedures and problem resolutions
• Instructing co-workers and others in troubleshooting/resolution steps using non-technical explanations
• Time management to prioritize others’ work activities
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements
• Evaluating the feasibility of adapting new methods to enhance customer satisfaction

Ability to:

• Select appropriate courses of action from many acceptable alternatives
• Exercise initiative
• Apply a series of different and unrelated processes and methods
• Identify and analyze important factors and conditions in order to determine interrelationships among different information technology functions and activities
• Document actions taken and outcomes attained
• Communicate with others in person, and by telephone, electronic means, and correspondence
• Interpret and apply agency technical rules and policies to specific problems to produce logical answers
• Recognize and identify similarities or differences between individual problems
• Combine separate aspects of information or specific answers to develop protocols and problems to form general rules or conclusions
• Evaluate two or more activities or sources of information to recognize the cause a problem
• Evaluate the impact of system upgrades and technological changes
• Define post-implementation support requirementsOffer advice and guidance and explain procedures to coworkers

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

Minimum Qualifications : One year of post high school coursework or vocational/technical training in computer science, data processing operations, information technology, management information systems, network/ telecommunications systems, AND one year 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.

Other : Regular and reliable attendance is expected. If selected for this position, you must meet the U.S. Citizenship & Immigration Services employment eligibility requirements by completing an EEV (I-9) Form. The agency does not sponsor H1-B Visa’s. Resumes will not be accepted as a substitute to your applicant information. Failure to complete all areas of your employment application may result in your application being disqualified from our selection process. Must successfully complete an extensive background screening prior to being employed which includes completion of a Personal History Questionnaire. Applicants will be screened for a record of criminal activity and criminal history using a fingerprint-based check, and before unconditional employment is offered. Applicants must be free of felony convictions, and cannot maintain continuous association or dealings with persons, groups, or organizations that they know, or should know, are persons or groups or organizations under criminal investigation or indictment or who have a reputation for present, ongoing involvement in felonious or criminal behavior.

Knowledge of:

• Customer service and support practices, concepts and standards
• Knowledge-based applications
• Methods for troubleshooting, recovering, adjusting, modifying and improving information technology systems
• A wide variety of State, agency, and customer-based applications, operating systems, diagnostic utilities, protocols, and equipment used
• Methods and procedures for resolution documentation
• Operating systems and utilities
• Computer setup processes
• Computer systems concepts

Pulled from the full job description

• Paid time off, 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.