Helpdesk Administrator I, IT

POSITION TITLE: Helpdesk Administrator I, Information Technology STATUS: Full time / Exempt status LOCATION: Chicago, Illinois (Hybrid: 2/3 days/week on-site, remaining days remote) ABOUT NCSBN The world leader in nursing regulatory knowledge, the National Council of State Boards of Nursing (NCSBN) is an independent, not-for-profit organization that empowers and supports nursing regulators. The organization protects the public and the trust in nursing through innovative regulatory solutions, insights and expertise. With its NCLEX® Examinations, Nursys® national licensure database and groundbreaking research, NCSBN attracts people who are passionate about what they do and driven by the knowledge that their work protects the public. JOB SUMMARY We are seeking a service–oriented Helpdesk Administrator I to join our Information Technology team. The ideal candidate will bring strong troubleshooting, communication and problem-solving skills to deliver responsive technical support across a hybrid work environment. Reporting to the Helpdesk Manager, Information Technology, the Helpdesk Administrator I serves as the initial point of contact for IT service requests and supports computer hardware, software, user access, staff onboarding and offboarding, and company technology assets. This role is an exciting opportunity for an IT support professional with experience assisting a wide range of end users who is looking to join an organization committed to advancing nursing regulation and policy worldwide! RESPONSIBILITIES Analyze, log, categorize, prioritize, investigate and resolve IT service requests; escalate issues when appropriate and document resolutions for future reference. Communicate incident progress to customers, ensure timely closure and share feedback to support ongoing 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. QUALIFICATIONS Bachelor's degree in a related field or minimum of 4 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 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 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, 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. Knowledge of service desk management best practices; ITIL knowledge is desirable. COMPENSATION AND BENEFITS The anticipated starting salary for this position is $63,000 - $72,000 annually. Actual compensation will be dependent on a candidate’s relevant experience, skills, training, certifications/licenses, qualifications and geographical location. NCSBN offers eligible employees a competitive benefits package that provides our team members with plan options to meet their individual needs. Review benefit details here: https://www.ncsbn.org/about/governance-and-staff/careers/ncsbn-benefits.page TO BE CONSIDERED Interested candidates are encouraged to submit their resume as soon as possible. The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.