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IT Support Analyst - Service Desk

Nelnet Lincoln, NE

Job Description

  • IT Support Analyst - Service Desk

    Job Locations US-NE-Lincoln
    Posted Date 3 weeks ago(12/12/2018 1:10 PM)
    Job ID
    # of Openings
    Information Technology


A Service Desk Analyst at Nelnet interacts with internal and external customers on a daily basis to assist with IT requests and resolve issues.  We take Nelnet's #1 core value seriously by striving to provide superior experiences for our customers over the phone, by email, and through online chat.


This position requires work in support of the Company's contract with the United States Department of Education (œED). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.




  • Answer calls/emails/chats and provide technical assistance to our customers
  • Escalate and route issues to other teams if necessary
  • Track issues and update tickets to resolution


A typical day will involve taking calls and emails from customers and striving to resolve the issue or process their request.  We value a collaborative environment where every member of the team pitches in to help each other out.




  • Strong communication and interpersonal skills with technical and non-technical clients
  • Experience with providing technical support in a corporate environment
  • Strong organization skills and an ability to follow issues/tasks to completion
  • Passion for providing great customer service


In short, we're looking for people who love to learn new things, have a massive amount of curiosity, and are motivated to make a difference.  Things don't stay the same around here for very long, so we are always learning and growing.  We are committed to continuously improving and take pride in solving problems for our customers.




  • Associate's degree in Information Technology or related field
  • 2+ years of experience with Apple & Microsoft operating systems (primarily Windows 10), Exchange and Microsoft Office.
  • Experience supporting Citrix Virtual Desktops
  • Technical Certifications (A+, Network+, Security+, CCNA, etc)

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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Job Details

Date Posted April 15, 2019
Date Closes May 15, 2019
Requisition 2018-7493
Located In Lincoln, NE
SOC Category 00-0000.00