Help Desk Associate

Job Summary :

Provide initial support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and / or smartphones. Log or record support tickets and / or cases. 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. For more complex issues, transfer internal customers to second-level support. 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 uphold the ITS core principles of outstanding collaboration and communication, a drive to succeed, a passion for higher learning, and acting with integrity.

Additional Info

About Us :

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 and employee and dependent tuition benefit applicable at any of the NU campuses; and immediate vesting pre-tax retirement benefits.

Required Qualifications :

High School education or GED

One year customer facing computing support or customer service experience

Knowledge and / or experience with Windows or Mac computer systems

Proven Customer Service Skills

Knowledge and experience with Microsoft Office suite of products

Knowledge of network connectivity procedures

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

Preferred Qualifications :

Two years post-secondary coursework

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 and motivating 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.

Information at a Glance