Linda Wagner helps viewers and listeners solve caption, password, streaming and signal problems with patience and care.
When viewers and listeners call our Help Desk, Linda Wagner is one of the steady, reassuring voices on the other end of the line. For issues like garbled captions or forgotten passwords, she finds a solution, one step at a time.
A life-long Nebraskan who grew up in Denton, Wagner has spent 34 years at Nebraska Public Media, including two decades on the Help Desk. Her work has evolved alongside technology. She first supported distance learning and satellite operations and now she’s troubleshooting streaming apps, smart TVs and antennas.
“The things that people have trouble with evolve with time,” she said. “There are more ways our product is delivered, and more ways things can go wrong.”
Many of the calls come from rural Nebraskans who rely on over-the-air broadcasting. For them, Nebraska Public Media isn’t just one option. It might be the only one.
“When they lose our signal, they are without anything,” Wagner said. “In rural parts of Nebraska, they don’t always have another way to watch. So when something goes wrong, they’re concerned.”
It’s when patience and problem-solving matter most. Calls often last 15 minutes or longer as Wagner walks viewers through each step – asking about recent storms or what they see on the screen, other times helping them retrace their steps entirely.
“Most people really want their signal back,” she said. “And when we get it right, they’re so happy.”
She shares the work with technician Dale Hayes, a Lincoln native who was a natural fit for the job. “We were very lucky to get him,” Wagner said. “His customer service skills are impeccable.”
Together, they balance calls with behind-the-scenes responsibilities like scheduling livestreams for legislative hearings and local sports coverage. Through it all, Wagner keeps one thing in mind: the people she’s helping.
“These are Nebraskans, and this is a service for them,” she said. “It’s rewarding to help.”