Technical Support Analyst

Grow your support career while helping employees and customers get the technology help they need. This onsite role in Omaha, NE combines hands-on troubleshooting with device setup and service desk documentation, backed by a benefits package that supports your health, time off, and long-term security.

What you’ll do

In this role, you’ll respond to technology incidents and service requests using an automated call distribution phone system and a software interface. Support may be delivered verbally, in-person, or electronically, and you’ll guide issues through resolution by isolating variables and troubleshooting within your assigned permissions using the knowledge base and subject matter expertise. When escalation is needed, you will route problems to the appropriate internal resources or external service providers.

You’ll also maintain accurate records in a service desk application, documenting incidents and service requests. As patterns emerge, the details you capture will help inform knowledge base articles for peers and end users. You’ll conduct follow-up activities as appropriate to support customer satisfaction, including handling incidents reported after normal business hours. On-call rotations are shared among all Technical Support Analysts and rotated weekly, with incidents received from end users via cell phone.

Hardware, assets, and vendor coordination

Support doesn’t stop at troubleshooting. You’ll manage asset lifecycle processes including procurement, inventory tracking, refresh, and disposal. You’ll gather, provision, and deploy hardware for onboarding and cross-boarding, including performing hardware upgrades aligned with established refresh and upgrade cycles. Returned equipment will be tested, cleaned, and refurbished, and you’ll keep asset records accurate for in-stock and assigned hardware.

You’ll collaborate with vendors to coordinate purchasing, support, and issue resolution. Vendor partners include inventory management, cell phone providers, and hardware support vendors.

Documentation and continuous improvement

Owning knowledge is part of the job. You’ll create and maintain knowledge base articles, user reference guides, and support documentation focused on mobile hardware and end-user technology. Your goal is to keep content accurate, current, and aligned with supported platforms and processes to support self-service and consistent support delivery.

You’ll also assist with ongoing analysis and improvement of service desk processes, helping drive operational efficiencies and consistent, high-quality customer experiences.

Technical research and implementation

In addition to day-to-day support, you’ll help with technical research, planning, and implementation of new software and hardware such as laptops, tablets, smartphones, and MFDs. This can include evaluating business needs, supporting requisition demos from vendors, participating in vendor and product deliberation, completing proof of concept work, and developing user reference and training materials such as videos and quick reference guides.

Requirements

• Bachelor’s degree in management of Information Systems
• 2+ years of experience using and directly supporting end users in a network environment with a variety of business hardware, operating systems, and software

Helpful tools

• Service desk application
• Automated call distribution phone system
• Cell phone

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k)
• Vacation, sick leave, paid holidays, and parental leave
• Life and disability insurance
• Employee Assistance Program (EAP)
• Wellness programs
• Tuition assistance
• Short-term incentive pay

Location: Omaha, NE 68137-2210 (onsite)

Salary: USD 64,770 - 116,320 per year

Incentive opportunity: 7.5% - 15%

REQ ID: 2369