Helpdesk Administrator I, IT
About The Position
NCSBN is seeking a service-oriented Helpdesk Administrator I to join its Information Technology team. The role is the initial point of contact for IT service requests and supports computer hardware, software, user access, staff onboarding and offboarding, and company technology assets. The position supports end users across a hybrid work environment and reports to the Helpdesk Manager, Information Technology. The Helpdesk Administrator I resolves and documents IT requests, communicates incident progress, maintains and coordinates support for technology equipment, tracks inventory, and supports approved applications and infrastructure, including Microsoft 365, Azure, and Adobe. The role also handles IT-related onboarding and offboarding, participates in projects and team meetings, develops support documentation and training materials, contributes to process improvement and risk management, and participates in an on-call rotation as needed.
Requirements
- Bachelor's degree in a related field, or a minimum of four years of relevant professional experience in lieu of a degree.
- Minimum of two years of IT-related customer support experience in a hybrid environment, including helpdesk, network operations center (NOC), service desk, and/or remote support.
- Ability to identify and correct recurring issues involving operating systems, networks, and workstations.
- Experience supporting end-user issues involving VoIP, desktops, operating systems, hardware, software, email, and other technology 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 software-as-a-service 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, including 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, repair, and coordinate vendor support for company laptops, printers, phones, mobile devices, and conference room equipment.
- 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 on 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 intended to meet individual needs. Specific benefits are not detailed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
