We are seeking a motivated and enthusiastic Help Desk / Desktop Support Technician to join our clients IT team in Lincoln, NE. The ideal candidate will have a passion for technology, a willingness to learn, and a strong desire to provide excellent customer service. As a Help Desk Technician, you will be the first point of contact for users experiencing technical issues and will provide support to ensure smooth and efficient operations.

Key Responsibilities:

• Provide First-Line Support: Respond to requests for technical assistance via phone, email, or in-person.
• Troubleshoot Issues: Diagnose and resolve technical hardware and software issues.
• Document Solutions: Log all help desk interactions and solutions in the ticketing system.
• User Assistance: Assist users with setting up accounts, resetting passwords, and navigating systems and applications.
• Maintain Equipment: Assist with the setup, maintenance, and troubleshooting of computer systems, hardware, and software.
• Escalate Issues: Identify and escalate complex issues to higher-level support or specialized departments when necessary.
• Follow Procedures: Adhere to standard operating procedures for troubleshooting and support.
• Customer Service: Provide excellent customer service and ensure timely resolution of issues to meet service level agreements

• Possess a minimum of 2 years of experience in a Help Desk Analyst role or similar IT support roles

• Proficient in Microsoft Office Suite and Active Directory

• Strong understanding of computer hardware and desktop hardware

• Experience with configuration management and deskside support

• Ability to troubleshoot, diagnose and resolve technical hardware and software issues

• Excellent verbal and written communication skills

• Strong problem-solving skills and ability to work under pressure

• Ability to work independently and as part of a team

• A degree in Information Technology, Computer Science or a related field is preferred but not mandatory

• IT certifications such as CompTIA A+ or Microsoft Certified: Azure Fundamentals is preferred.