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. Provides guidance, assistance, coordination and follow-up on requests, questions, problems and malfunctions of systems applications, hardware or software supporting internal and external customers JOB RESPONSIBILITIES: 1. Monitor and manage operational and intake queues during business hours for the Enterprise Network team. 2. Provide Oncall operational support during normal business hours for the Enterprise Network team. 3. Manage and monitor network monitoring tools. 4. Look to automate or "shift left" repeatable or routine functions as possible. 5. Create or maintain knowledge base articles and supporting documentation to support training and job responsibilities. EXPECTATIONS: 1. Interprets, evaluates, resolves and tests client inquiries or issues regarding the functional operation of application hardware and software. 2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem. 3. Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters. 4. Alerts clients and team members in a timely manner when a major problem is suspected. 5. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction. 6. Translate technical details into business relevant language. EDUCATION: Associate’s degree in Information Science or related field and/or equivalent combination of education and experience. EXPERIENCE: Experience in technical helpdesk scenario or similar end user technical support role. COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: 1. Strong communication and interpersonal skills with technical and non-technical clients. 2. Entry level understanding of network and security principles 3. Entry level working knowledge of firewalls (reading rule policies, troubleshooting connectivity issues, etc) 4. Entry level working knowledge of network devices, routers, switches, Access Points, etc. **Pay Range for this role is-$60,000 - $80,000 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: Benefits & Perks - Nelnet Inc. 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 Talent Acquisition at 402-486-5725 or TalentAcquisition@nelnet.net. Nelnet is a Drug Free and Tobacco Free Workplace. Use of Artificial Intelligence in Hiring We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring 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 | EEO Letter | EPPA Info | FMLA Info

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