Nelnet

IT Support Analyst - Desktop

US-NE-Lincoln
2 weeks ago
Job ID
2017-5671
# of Openings
1
Category
Information Technology

Overview

Provides guidance, assistance, coordination and follow-up on requests, questions, problems and malfunctions of systems applications, hardware or software supporting internal and external customers.

 

Responsibilities

 

  1. Interprets, evaluates, resolves and tests client inquiries or issues pertaining to the functional operation of application hardware and software.
  2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem.
  3. Alerts clients and team members in a timely manner when a major problem is suspected.
  4. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
  5. Translates technical details into business relevant language.

Qualifications

EDUCATION:

Associate's degree in Information Science or related field and/or equivalent combination of education and experience. Equivalent experience/training in MCDST.  A+, Network+ or MCSE Certifications preferred.  Windows 7 and Windows 10 including proficiency with Microsoft endpoints in an Enterprise environment. 

 

EXPERIENCE:

Network printer support experience.

Microsoft Office 2010, 2013, Exchange and Outlook support experience.

SCCM tools for Windows and 3rd party application management desired.

Sophos Enterprise solutions desired.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Strong communication and interpersonal skills with technical and non-technical clients.
  2. Experience in email and user administration. Knowledge of batch processing and transmissions management.
  3. Ability to obtain a security clearance.
  4. Ability to work with a minimum of direct supervision.
  5. Exceptional customer service skills.
  6. Strong oral and written communication skills to include using e-mail, chat and telephone conversations.
  7. Proven technical aptitude to include strong troubleshooting skills
  8. Detail oriented with good problem solving skills.
  9. Ability to work well among a diverse team of individuals as a team player.
  10. Positive attitude with all customers and co-workers.
  11. Demonstrates and exhibits initiative and is assertive when necessary.
  12. Understanding of Active Directory, security groups and best practices.

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

Nelnet is a drug free and tobacco free workplace.

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