IT Helpdesk Analyst II: Tier-2 Support & Escalations

National Council of State Boards of Nursing, Inc.; Chicago (IL); On-site; USD 72,000 - 83,000; Full time

Job summary

National Council of State Boards of Nursing, Inc. in Chicago seeks a Helpdesk Administrator II for the Information Technology team.

This full-time, exempt role serves as the tier 2 contact for complex IT issues, providing advanced troubleshooting across hardware, software, networking and AV technologies. Reporting to the Helpdesk Manager, you will mentor Helpdesk I staff, guide procedures, collaborate with the Infrastructure Team, and support Microsoft 365, Azure and Jamf.

Qualifications

• Bachelor's degree in a related field required.
• Minimum of four years IT-related customer support in a hybrid environment.
• Strong problem-solving, communication and interpersonal skills.
• Advanced troubleshooting with Microsoft and Apple products and technologies.

Responsibilities

• Analyze, log, categorize, prioritize, investigate and resolve IT service requests; ensure timely closure.
• Serve as escalation point for Helpdesk I staff; handle complex issues requiring advanced troubleshooting.
• Provide feedback and guidance to Helpdesk I staff on procedures and workflow management.
• Collaborate with Infrastructure Team to resolve issues and report service request progress.
• Identify and mitigate risks related to security, availability, privacy and performance.
• Independently manage complex IT projects, report progress, and create support docs and training.
• Maintain and support laptops, printers, phones, mobile devices and conference room gear; support Microsoft 365, Azure and Adobe.
• Perform onboarding/offboarding: user access, software installs, asset retrieval.
• Coordinate with external vendors on maintenance, procurement, licensing and relationships.
• Participate in on-call rotation and work varying hours.

Skills

Problem solving

Communication

Interpersonal skills

Team collaboration

Learning agility

Education

Bachelor's degree in related field

Tools

Microsoft 365

Azure

Jamf

Microsoft Teams

Teams Phone

Apple devices

Job description

National Council of State Boards of Nursing, Inc. in Chicago seeks a Helpdesk Administrator II for the Information Technology team.

This full-time, exempt role serves as the tier 2 contact for complex IT issues, providing advanced troubleshooting across hardware, software, networking and AV technologies. Reporting to the Helpdesk Manager, you will mentor Helpdesk I staff, guide procedures, collaborate with the Infrastructure Team, and support Microsoft 365, Azure and Jamf.