The Department of Labor is seeking an IT Support Analyst to provide basic support services for agency software and desktop equipment (audio visual, telephone, and computer). These services will fill a service gap not offered by existing OCIO IT Desktop Support. The successful candidate will assist end-users with problem diagnosis and incident resolutions and escalate larger issues to enterprise technology specialists. If this position sounds like the perfect fit for you, apply today!
*This will be a remote position until August 1st. At that time, the selected candidate will work out of the NDOL 550 Building.
We offer an excellent total compensation package including: 12 paid holidays; vacation and sick leave; State-matched retirement plan; health, dental, vision, and life insurance options! NDOL values and respects our employees and provides a supportive work environment. We recruit, hire, train and promote based on job requirements and individual qualifications without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, or genetics.
Hours: 8-5, Monday - Friday
Examples of Work
• Monitor and follow up on problem resolution and service request efforts.
• May be required to gather necessary information, including fund codes, or testing results to complete Service Portal tickets on behalf of the NDOL user.
• May be asked to participate in testing or in verifying system and application upgrades.
• Work directly with OCIO service desk staff and analysts as needed.
• May need to work occasionally with outside vendors to report issues and obtain external resolutions for NDOL software.
• Serve as the agency Communications Coordinator for all desk and cell phone issues and requirements.
• Provide IT orientation to new users and assist business areas by overseeing equipment transfers and refreshes during off boarding processes.
Qualifications / Requirements
REQUIREMENTS: Post high school coursework, training, or experience in the analysis of business processes and system requirements, and the creation of business process applications.
PREFERRED: One year of post high school coursework or vocational/technical training in the IT field. Experience working on a helpdesk, working in a Microsoft enterprise environment, and working with Cisco enterprise applications, including WebEx and VIOP. Experience in troubleshooting computers printers, scanners, phones, networking and software that supports business systems.
Knowledge, Skills and Abilities
Knowledge of: Enterprise systems used by the State of Nebraska; methods and procedures for resolution documentation; customer service practices, concepts, and standards. Skilled in: troubleshooting common desktop problems, including those associated with printers and copiers, network issues, and access to applications and shared information. Ability to: possess good character and customer services skills and be willing to assist users with their computer or telephone problems; assess a situation and determine if a problem can be fixed on the spot or if it needs to be escalated to the Service Desk; write clear and concise guides to help users understand technical concepts and procedures; possess great time management skills in order to prioritize work activities; work independently.