Helpdesk Administrator I, IT

National Council of State Boards of Nursing • Chicago, IL

1d • $63,000 - $72,000 • Hybrid

About The Position

NCSBN is seeking a service-oriented Helpdesk Administrator I to join its Information Technology team. This role is the initial point of contact for IT service requests and provides support for computer hardware, software, user access, staff onboarding and offboarding, and company technology assets. The position reports to the Helpdesk Manager, Information Technology, and supports end users in a hybrid work environment. The role is based in Chicago, Illinois, with two or three days per week onsite and the remaining days remote. Participation in an on-call rotation is required as needed.

Requirements

• Bachelor's degree in a related field, or at least four years of relevant professional experience in lieu of a degree.
• At least two years of IT-related customer support experience in a hybrid environment, including helpdesk, NOC, service desk, and/or remote support.
• Ability to identify and correct recurring issues involving operating systems, networks, and workstations.
• Experience supporting a wide range of end-user issues, including VoIP, desktops, operating systems, hardware, software, email, and other technology-related needs.
• Knowledge of helpdesk ticketing systems and remote support tools.
• Experience managing mobile devices and operating systems through a central administration console or server.
• Knowledge of cloud SaaS platforms such as Microsoft 365, Azure, and Jamf.
• Ability to plan and execute small projects such as workstation rollouts, training room setups, and video teleconference configuration and support.
• Excellent customer service, verbal communication, and written communication skills.
• Strong problem-solving and analytical skills.
• Strong learning agility and retention, with the ability to internalize feedback and apply knowledge consistently across tasks.
• Ability to lift and move IT equipment such as computers, monitors, and printers.

Nice To Haves

• Knowledge of service desk management best practices; ITIL knowledge is desirable.

Responsibilities

• Analyze, log, categorize, prioritize, investigate, and resolve IT service requests; escalate issues when appropriate and document resolutions.
• Communicate incident progress to customers, ensure timely closure, and share feedback to support service improvement.
• Maintain and repair company laptops, printers, phones, mobile devices, and conference room equipment, and coordinate vendor support.
• Track technology inventory and support NCSBN-approved applications and infrastructure, including Microsoft 365, Azure, and Adobe.
• Complete IT-related onboarding and offboarding activities, including user access, software installation, equipment setup and retrieval, mobile devices, and stored data.
• Participate in IT projects and team meetings, report task progress, analyze trends, and create support documentation and training materials.
• Support the development and monitoring of improved processes and contribute to managing risks related to security, availability, compliance, privacy, and performance.
• Participate in an on-call rotation schedule as needed.

Benefits

• NCSBN offers eligible employees a competitive benefits package with plan options to meet individual needs; specific benefits are not detailed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level