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# Helpdesk Administrator II, IT

- **Company:** National Council Of State Boards Of Nursing Inc
- **Location:** Chicago, IL, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $72,000.0 - $83,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Products, Microsoft Azure, VoIP, Remote Service Software, Software Deployment, Virtual Machines, Computer Network Operations, Computer Equipment, Adobe, Information Technology, Casper Suite
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d03ae70e7c334e5d

## About the Role

This role is an exciting opportunity for an experienced IT support professional who brings advanced technical expertise, strong problem-solving skills and the ability to support colleagues while helping drive effective helpdesk operations., * Bachelor's degree in a related field required.

 * Minimum of 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 server platforms is an asset.
 * 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, 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 lbs. and move computer equipment such as PCs, monitors and printers.

COMPENSATION AND BENEFITS

The anticipated starting salary for this position is $72,000 - $83,000 annually. Actual compensation will be dependent on a candidate's relevant experience, skills, training, certifications/licenses, qualifications and geographical location.

## Description

We are seeking an experienced and solutions-focused Helpdesk Administrator II to join our Information Technology team. This advanced helpdesk role serves as the tier 2 point of contact for complex technical issues and provides advanced troubleshooting across hardware, software, networking and audio-visual technologies.

Reporting to the Helpdesk Manager, Information Technology, the Helpdesk Administrator II serves as an escalation point for Helpdesk Administrator I staff, provides guidance on helpdesk procedures and workflow management, and collaborates with Infrastructure Team members to resolve issues. The role also independently manages and supports complex IT-related projects., * Analyze, identify, log, categorize, prioritize, investigate and resolve IT service requests, ensuring timely closure and documenting resolutions for future reference.

 * Serve as an escalation point for Helpdesk Administrator I staff, handling complex issues that require 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 on helpdesk 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, and support NCSBN-approved applications and infrastructure such as Microsoft 365, Azure and Adobe.
 * Perform IT-related onboarding and offboarding activities, including user access, software installations, laptops, mobile phones, retrieval of employee-assigned assets and stored data.
 * Coordinate with external vendors on the maintenance, repair and procurement of IT equipment, services and licensing, while maintaining vendor information and collaborative relationships.
 * Participate in an on-call rotation schedule and work varying hours as needed.