Helpdesk Administrator II, IT

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.

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.

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.

• 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.

• 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…