Help Desk Associate; Omaha, NE

Job Overview

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. 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.

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 Omaha, NE.

• High School education or GED
• 1 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

• Two years post‑secondary coursework
• 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.