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Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

The Head Start Enterprise System (HSES) supports the management and oversight of Head Start grant recipient organizations and program operations at the local, state, regional, and national levels. Business Process Outsourcing team will be providing help desk functionality to support a new federal client’s data management system.

Job Profile Summary

The Help Desk Specialist provides superior customer experiences while identifying, resolving, or escalating end user support issues. End users require support with application access, account administration, and system use. The Help Desk Specialist ensures timely resolution of user issues.

A typical day will involve taking calls from customers, 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.

• Answer calls / emails and provide technical assistance to our customers.

• Escalate and route issues if necessary.

• Document, track, and monitor issues.

• Provide password administration and password re-sets for users.

To be eligible for this role you must reside within a 60 mile radius of Lincoln, NE, Brownsville, TX, or Madison, WI

Education

Bachelor’s degree preferred. Associate’s degree in information science or related field and/or equivalent combination of education and experience.

Experience

To comply with the vendor’s contract requirements, to be eligible for this role you must have 12 years of prior education and/or work experience.

Requirements: Currently hold an active government clearance OR able to obtain a public trust clearance for employment.

• Customer service and help desk functions.

• Experience in email and user administration.

• Strong oral and written communication skills to include using e-mail, chat and telephone conversations.

• Proven technical aptitude to include strong troubleshooting skills.

• Detail oriented with good problem-solving skills.

• Understands ITIL terminology and best practices.

• User account management (assigning roles and permissions, login support, and access triage.

Shift: Monday-Friday 9:30am-6:00pm CST

Pay for this role is $20 per hour

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [email protected] .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. _A lot more._ We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)