Helpdesk Administrator II, IT

National Council of State Boards of Nursing • Chicago, IL

1d • Hybrid

About The Position

The Helpdesk Administrator II is an advanced tier 2 support role on NCSBN’s Information Technology team. The position handles complex technical issues and advanced troubleshooting across hardware, software, networking, and audio-visual technologies. Reporting to the Helpdesk Manager, Information Technology, the role serves as an escalation point for Helpdesk Administrator I staff, offers guidance on helpdesk procedures and workflow management, and collaborates with Infrastructure Team members. The position also independently manages and supports complex IT-related projects.

The role supports NCSBN’s end-user devices, conference room equipment, approved applications, and infrastructure, including Microsoft 365, Azure, and Adobe. It performs IT onboarding and offboarding activities, coordinates with external vendors, and participates in an on-call rotation with varying hours as needed. The position is based in Chicago, Illinois, with a hybrid schedule of two to three days per week on-site and the remaining days remote.

Requirements

• Bachelor's degree in a related field.
• At least four years of IT-related customer support experience in a hybrid environment, including helpdesk, network operations center (NOC), service desk, and/or remote support.
• Strong problem-solving, communication, and interpersonal skills.
• Advanced troubleshooting skills with Microsoft and Apple products, services, and technologies.
• Advanced technical understanding of hardware, software, networking, and audio-visual technologies supported at NCSBN.
• Knowledge of service desk management best practices and understanding of helpdesk ticketing systems and remote support tools.
• Experience supporting a wide range of end-user issues, including VoIP, desktop and operating systems, hardware, software, email, virtual machines, and other technology-related issues.
• Experience managing mobile devices and operating systems through a central administration console/server, with knowledge and experience in cloud SaaS platforms such as Microsoft 365 and Jamf.
• Specific knowledge of Microsoft Teams and Teams Phone.
• Strong learning agility and retention, including the ability to internalize feedback and apply knowledge consistently across tasks.
• Ability to work effectively in a team environment.
• Ability to lift at least 20 lbs. and move computer equipment such as PCs, monitors, and printers.

Nice To Haves

• Knowledge of server platforms is an asset.

Responsibilities

• Analyze, identify, log, categorize, prioritize, investigate, and resolve IT service requests; ensure timely closure and document resolutions for future reference.
• Serve as an escalation point for Helpdesk Administrator I staff on complex issues requiring advanced troubleshooting and technical expertise.
• Provide feedback and guidance to Helpdesk Administrator I staff on helpdesk procedures and workflow management.
• Collaborate with Infrastructure Team members to resolve issues, report service request status, and distribute workload as needed.
• Contribute to identifying, managing, and mitigating risks related to security, availability, compliance, privacy, and performance.
• Independently manage, perform, and support complex IT-related projects, including reporting on task progress, analyzing trends, and creating support documentation and training.
• Maintain and support company laptops, printers, phones, mobile devices, and conference room equipment, as well as NCSBN-approved applications and infrastructure such as Microsoft 365, Azure, and Adobe.
• Perform IT-related onboarding and offboarding, including user access, software installations, laptops and mobile phones, and retrieval of employee-assigned assets and stored data.
• Coordinate with external vendors on the maintenance, repair, and procurement of IT equipment, services, and licensing; maintain vendor information and collaborative relationships.
• Participate in an on-call rotation schedule and work varying hours as needed.

Benefits

• Eligible employees are offered a competitive benefits package with plan options intended to meet individual needs; details are available at the benefits webpage.

What This Job Offers

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