at Nelnet in Springfield, Illinois, United States
Job Description
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. The HSES Help Desk Team Lead must understand multi-tiered help desk operations and will be responsible for assisting the HSES Help Desk Supervisor and HSES Help Desk Specialists. They will collaborate with other key personnel and team members to address reoccurring support issues.
A Help Desk Team Lead interacts with internal and external customers daily to assist with requests and resolve issues. The Team Lead provides guidance, assistance, coordination and follow-up on requests, questions, and problems, and malfunctions of systems applications. We value a collaborative environment where every member of the team pitches in to help each other out.
A Help Desk Team Lead will:
- Interprets, evaluates, tests, and resolves client inquiries and issues.
- Analyzes simple to complex requests, inquiries, and issues to determine the appropriate technical area to resolve problem.
- Alerts clients and team members in a timely manner when a major problem is suspected.
- Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
- Translates technical details into business relevant language.
- Will be the primary escalation point for member’s questions and concerns.
- Will manage the daily work for all team members at their assigned sites.
- Ensures SLAs are being met and policies and procedures are being followed by the team.
- Monthly/Quarterly/Yearly metric reporting.
- Provides coaching and feedback to team members ways to improve their customer and peer interactions.
- Answer calls / emails and provide technical assistance to our customers.
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.
- 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.
Pay for this role is $21-$23 per hour depending on experience
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 an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.
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 corporaterecruiting@nelnet.net .
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)
