Service Desk

Key Details:
- Location: Omaha, NE (Onsite)
- Interview Process: Onsite interviews

Experience Required:
- 2 3 years in Service Desk / IT support
- Strong troubleshooting across Windows, applications, and access issues
- Experience working in a corporate IT environment
- Strong communication and customer service skills

Core Responsibilities:
- Provide first point of contact support via phone, chat, and portal
- Diagnose and resolve technical issues and service requests
- Manage tickets accurately within the ticketing system
- Utilize knowledge base articles and follow defined processes
- Support user access management tasks (password resets, account unlocks, approvals)
- Escalate issues appropriately and collaborate with internal teams
- Maintain strong documentation and customer experience standards

Responsibilities
Serve as the first point of contact for end users by providing technical support via live chat, self-service portal, and phone

Diagnose, troubleshoot, and resolve hardware, software, and application-related incidents and service requests

Document, categorize, prioritize, and manage incidents and requests accurately within the ticketing system
Use published Knowledge Base (KB) articles to ensure consistent, compliant, and efficient issue resolution

Ask targeted questions to fully understand the user s issue and determine the appropriate resolution path

Resolve issues at first contact when possible and escalate appropriately to higher-level support teams when outside scope

Adhere to defined SLAs, response times, and resolution targets

Participate in shift-left initiatives by resolving eligible requests and incidents at the Service Desk level to reduce dependency on higher-tier support groups

Utilize approved procedures, automation, and knowledge articles to enable first-contact resolution of common user issues

Provide baseline User Access Management (UAM) support, including:

Identity verification and user validation in accordance with company policy

Assisting with access requests using approved workflows and forms

Executing password resets, account unlocks, and basic access provisioning/deprovisioning activities where authorized

Ensure all access-related requests follow least privilege principles, documented approvals, and audit requirements

Escalate complex or exception-based access requests to appropriate IAM, security, or application owner teams

Support continuous improvement of shift-left and UAM processes by identifying recurring requests suitable for knowledge articles, automation, or self-service enablement

Maintain accurate documentation and ticket notes to support audit, compliance, and security reviews

Act as an initial trigger for critical/major incident management, engaging appropriate technical and incident management teams

Coordinate with technical teams and provide timely, clear updates to users and stakeholders until resolution

Maintain a strong customer service focus, ensuring a positive support experience

Contribute to continuous improvement initiatives, including:

Knowledge Base creation and updates

Process improvements

Self-development and skill enhancement

Participate in team meetings to identify operational challenges and collaborate with leadership on timely resolutions

Ideal Candidate Profile:
We are looking for candidates who:
- Demonstrate strong customer service and communication skills
- Are comfortable working in a fast-paced, high-volume support environment
- Have experience handling multi-channel support (phone, chat, tickets)
- Bring a strong problem solving mindset and attention to detail

Qualifications Required
2 3 years of relevant experience in IT support, service desk, or a related role (or equivalent combination of education and experience)

Working knowledge of ITIL concepts and service management best practices

Experience supporting users in a corporate environment (financial services experience is a plus)

Strong ability to troubleshoot and resolve technical issues with sound judgment

Excellent verbal and written communication skills

Ability to clearly explain technical concepts, procedures, and workarounds to non-technical users

Strong documentation and organizational skills Preferred / Nice to Have

Experience with ticketing systems (e.g., ServiceNow)

Familiarity with Knowledge-Centered Service (KCS)

Experience supporting identity, access, and collaboration tools (e.g., M365, VPN, MFA)

Customer service, call center, or high-volume support experience