Help Desk Associate

Benefits and culture you can count on
The University of Nebraska System offers a flexible benefits program you can tailor to your needs, plus paid vacation and sick leave alongside 13 paid holidays. You and your dependents qualify for an employee and dependent tuition benefit across NU campuses, and there is immediate vesting of pre-tax retirement benefits. The Help Desk Associate role is based on-site in Omaha, NE, within a major public research university that values collaboration, integrity, and a commitment to higher learning.

Responsibilities

• Provide initial support for technical inquiries received via phone, email, and messaging applications.
• Assess the nature of problems and resolve basic support issues.
• Troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones.
• Log or record support tickets and cases.
• Utilize industry recognized incident management, remote management, and system management tools to monitor, assist, and resolve issues for users and other university departments.
• Transfer more complex issues to second-level support for internal customers.
• Quickly become familiar with University Identity Management tools, student information systems, University monitoring tools, and other University Enterprise Systems.
• Demonstrate a strong track record of customer service.
• Uphold ITS core principles of exceptional collaboration and communication, a drive to succeed, a passion for higher learning, and integrity in actions.

Requirements

• High School education or GED
• 1 year of customer facing computing support or customer service experience
• Knowledge and/or experience with Windows or Mac computer systems
• Proven customer service skills
• Knowledge of the Microsoft Office suite
• Knowledge of network connectivity procedures
• Equivalent combination of education and experience may be considered

Technologies

• Incident management tools
• Remote management tools
• System management tools
• University Identity Management tools
• Student information systems
• University monitoring tools
• University Enterprise Systems
• Microsoft Office suite
• Windows
• macOS

Preferred Qualifications

• Two years post-secondary coursework

Additional Information

The ideal candidate is an agile professional with strong interpersonal communication skills, flexibility and responsiveness. They should exhibit high ethical standards, be proficient in managing time and competing priorities, and be responsive and committed to supporting and motivating staff. They align with the ideals of a major public research university.

Special Instructions

• Sponsorship will not be offered for this position.
• This position is on-site in Omaha, NE and is not eligible for alternative worksite arrangements.

Information at a Glance

• Req Id: 2213
• Campus Name: University of Nebraska System (UNOP)
• Org Unit: IT Client Services UNCA
• Job Location: Omaha, NE 68182
• Application Review Date: 4/24/26
• Open Until Filled: Yes
• Advertised Salary: Minimum of $42,700
• Job Type: Full-Time
• Worksite Eligibility: On-site
• Benefits Eligible: Yes