IT Help Desk Coordinator (SOS Temporary)

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.

• 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.

• 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
• Network concepts
• 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

• 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

• 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 requirements
• Offer advice and guidance and explain procedures to coworkers