Helpdesk Administrator II, IT
About The Position
The Helpdesk Administrator II is an advanced tier 2 support role on NCSBN’s Information Technology team, serving as the escalation point for complex technical issues and providing advanced troubleshooting across hardware, software, networking, and audio-visual technologies. The role guides Helpdesk Administrator I staff on procedures and workflow management, collaborates with Infrastructure Team members, and independently manages complex IT-related projects. It reports to the Helpdesk Manager, Information Technology. The position supports NCSBN employees and its technology environment, including company devices, conference room equipment, and approved applications and infrastructure. It also participates in an on-call rotation and may work varying hours as needed. The role 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, 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 supported hardware, software, networking, and audio-visual technologies.
- Knowledge of service desk management best practices and helpdesk ticketing systems and remote support tools.
- Experience supporting end-user issues involving 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 or server, and knowledge and experience with cloud SaaS platforms such as Microsoft 365 and Jamf.
- Specific knowledge of Microsoft Teams and Teams Phone.
- Strong learning agility and retention, with 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 pounds and move computer equipment such as PCs, monitors, and printers.
Nice To Haves
- Knowledge of server platforms.
Responsibilities
- Analyze, identify, log, categorize, prioritize, investigate, and resolve IT service requests; ensure timely closure and document resolutions.
- Serve as an escalation point for Helpdesk Administrator I staff handling complex issues that require advanced troubleshooting and technical expertise.
- Provide Helpdesk Administrator I staff with feedback and guidance on 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 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, device provision, retrieval of employee-assigned assets, and stored data.
- Coordinate with external vendors on IT equipment, services, maintenance, repair, procurement, and licensing; maintain vendor information and collaborative relationships.
- Participate in an on-call rotation schedule and work varying hours as needed.
Benefits
- NCSBN offers eligible employees a competitive benefits package with plan options to meet individual needs; specific benefit details are available through the linked benefits page.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
