Please complete on line application, identify skills as they relate to the job.
Please note: Due to the on-call nature of the position, it is preferred that the person
live in the Lincoln support area.
Under general supervision, reviews, prioritizes, documents, and effectively resolves user incidents and service requests; provides software and hardware support for all of NEBCO’s systems at the home office, and remote field locations, installs and configures new software and hardware; resolves problems involving the use of diagnostic tools, troubleshooting and problem solving methodologies by performing the following duties:
Essential Duties and Responsibilities include the following.
Abide by Company Safety Program and Policies, while performing duties safely.
Answers, evaluates, logs, tracks and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and may lead user through simple diagnostic procedures to determine source of error. Determines whether problem may be resolved remotely or requires on-site resolution through priority and assigns to technical support.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to the IT more experienced support staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
Calls software and hardware vendors to request service regarding defective products.
Assists in testing software and hardware to evaluate ease of use and whether product will aid user in performing work.
Writes or revises user desk procedures.
Assists with install of personal computers, software, hardware and peripheral equipment.
May assist in the review of items for purchase to support the department. Tracks purchase, receipt and paperwork for payment of product.
Manage technology equipment checkout processes.
Education and/or Experience:
Associates degree in a technical related field or equivalent work experience. Must have 1 - 2 years of "hands on" help desk work experience supporting office/business software applications installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Ability to read, analyze, and interpret technical procedures, or help manuals. Ability to effectively present information and respond to questions from employee groups. Must have good communication skills to talk the client through problem resolution stages.
Must be able to work with numbers and dates to complete reports.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to read and understand computer instruction manuals.
Must have expert experience with Microsoft Windows (XP and Windows 7) & Microsoft Office Products.
Certificates, Licenses, Registrations:
Must have a high degree of personal accountability. Certifications in operating system, hardware, and softwarea plus. Must have a valid NE driver’s license with a good driving record to meet company insurance requirements.
Other Skills and Abilities:
Demonstrated working knowledge of computer software, hardware and networking technologies. Must have solid analytical, outstanding troubleshooting skills and proven problem solving skills; defining cause, in-depth research, collecting data, establishing facts and drawing valid conclusions. Must be able to demonstrate resourcefulness, good judgment and good customer service skills. Must have effective interpersonal skills and relationship building skills. Must be self motivated and directed. Must also have good communications and understand operating in a confidential, supportive work environment. Must have a sense of urgency to resolve issues according to sound prioritization skills. Must be flexible and able to prioritize and juggle multiple issues simultaneously. Position will be responsible for on call rotations. Must have a good attendance record.
Position to be stationed at the Corporate offices at 1815 Y Street, Lincoln, NE location. Must understand the need to work in a team-oriented, collaborative environment focusing on developing the best, cost effective solutions. Must have a good driving record to maintain field support to various locations throughout NE. Driving record will be checked to assure insurablility under company insurance plan.
While performing the duties of this Job, the employee is regularly required to sit and talk and hear. Must be able to sit for prolonged periods of time in front of a computer or peripheral devices. The employee is occasionally required to stand; walk; use hands and fingers, to handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The noise level in the work environment is usually quiet. Must be able to work within company business hours and provide the support required to meet user needs. Business hours are 7:00 am to 5:00 pm. Will support on-call support environment. All campus' are non smoking.
Condition of Employment:
Candidate is required to meet the above qualifications, task frequency and PPE requirements. Approval of pre-employment reference & background checks, and post offer drug/alcohol testing with back screens (if required) are required as conditions of employment. This also applies to all transfers, fit-for-duty and return to work programs.
An EEO Employer
|Date Posted||May 29, 2018|
|Date Closes||June 28, 2018|
|Address||1815 Y Street|
|Located In||Lincoln, NE|
|Work At||Corp office in Lincoln, NE, 1815 Y Street, Lincoln, NE 68501|
|Function||Help Desk, Tech support|
|Job Type||Full-time Employee|
|Compensation||Hourly Wage, Based on Experience|
On call on rotating basis.
|Hours||40 hours per week; Hours may vary based on business emergency, on call requirements|
|SOC Category||15-1151.00 Computer User Support Specialists|
|Name||Lin Blodgett, HR Dir; Trent Heiser, Technical Services Dir|
|Address||1815 Y Street|
|City, State and Zip||Lincoln, NE 68501|
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