Helpdesk Administrator II: Advanced IT Support & Escalation

Automatic Data Processing, Inc.; Chicago (IL); On-site; USD 72,000 - 83,000; Full time

Job summary

The National Council of State Boards of Nursing (NCSBN) is seeking an experienced Helpdesk Administrator II to join its Information Technology team in Chicago. This role serves as the tier 2 point of contact for complex IT issues, providing advanced troubleshooting across hardware, software, networking and AV technologies.

Reporting to the Helpdesk Manager, you will guide junior staff, manage escalations, and drive effective helpdesk operations while supporting projects and coordinating with

Qualifications

• Bachelor's degree in a related field is required.
• Minimum of four years IT-related customer support experience in a hybrid environment, including helpdesk, NOC or service desk.
• Strong problem-solving, communication and interpersonal skills.
• Advanced troubleshooting skills with Microsoft and Apple products, services and technologies.
• Experience managing mobile devices and operating systems through a central administration console/server.

Responsibilities

• Analyze, log, categorize, prioritize, investigate and resolve IT service requests and document resolutions.
• Escalate complex issues as a tier 2 point of contact.
• Guide Helpdesk Administrator I staff on procedures and workflow management.
• Collaborate with Infrastructure Team to resolve issues and share workload.

Skills

Troubleshooting

Communication

Teamwork

Learning agility

Problem solving

Education

Bachelor's degree in a related field

Tools

Microsoft 365

Azure

Jamf

Microsoft Teams

Teams Phone

Remote support tools

Job description

The National Council of State Boards of Nursing (NCSBN) is seeking an experienced Helpdesk Administrator II to join its Information Technology team in Chicago. This role serves as the tier 2 point of contact for complex IT issues, providing advanced troubleshooting across hardware, software, networking and AV technologies.

Reporting to the Helpdesk Manager, you will guide junior staff, manage escalations, and drive effective helpdesk operations while supporting projects and coordinating with