SOS IT Help Desk Coordinator

$42,307 - $42,307/Yr

State of Nebraska - Lincoln, NE

Full-time - Entry Level

Lincoln, NE

Executive, Legislative, and Other General Government Support

About the position

The IT Help Desk Coordinator position at the Nebraska State Patrol is designed to support users on agency-specific software. The role involves triaging and prioritizing help tickets, managing user accounts, assisting with issues, and creating documentation and training materials. The coordinator will also be responsible for software installations, troubleshooting, and ensuring compliance with security requirements while minimizing disruption to users.

Responsibilities

• Triage and prioritize help tickets, support calls, and emails from users.
• Install, troubleshoot, and provide support for agency-specific software.
• Document installation processes and resolutions to common issues.
• Escalate issues to NSP IT personnel as needed.
• Update the agency SharePoint Computer Support knowledge base with documentation.
• Coordinate software deployments and notify agency personnel of downtime.
• Review agency compliance with NITC and CJIS security requirements.
• Test software changes to ensure they do not impact agency operations.

Requirements

• One year of post high school coursework or vocational/technical training in computer science, data processing operations, information technology, management information systems, or network/telecommunications systems.
• One year of experience in installing and using software applications or operating data processing systems, or in instructing others in the use of these applications or systems.

Nice-to-haves

• Experience in customer service and support practices.
• Knowledge of a wide variety of State, agency, and customer-based applications.
• Experience with troubleshooting and resolving IT issues.

Benefits

• Paid time off
• Comprehensive pay and benefits package
• Retirement and professional development opportunities