Helpdesk Administrator I, IT

NATIONAL COUNCIL OF STATE BOARDS OF NURSING, INC. (NCSBN)

OPEN POSITION ANNOUNCEMENT – JOB POSTING: #1026

POSITION TITLE / BAND: Helpdesk Administrator I, Information Technology / 6

STATUS: Full time / Exempt

REPORTS TO: Helpdesk Manager, Information Technology

DIVISION: Information Resources

LOCATION: Chicago, Illinois

ABOUT NCSBN

The National Council States Boards of Nursing (NCSBN) is a not-for-profit organization whose membership includes the nursing regulatory bodies in the 50 U.S. states, the District of Columbia, four U.S. territories, 9 Canadian Provinces, and 27 international jurisdictions. Our mission empowers and supports nursing regulators in their mandate to protect the public. NCSBN promotes leadership, excellence and innovation in addressing local and global regulatory and healthcare challenges through strategic alliances and partnership with its members and other organizations, both public and private.

NCSBN is engaged in a transformative process to better support its strategic direction and initiatives focusing on its mission to empower and support nursing regulators in their mandate to protect the public. The building blocks of achieving NCSBN’s vision of leading regulatory excellence are encapsulated in the following four focusing concepts:

• Collaboration
• Performance Measures and Metrics
• Governance
• Data and Technology

These focusing concepts require NCSBN to gain and maintain individuals with key skills related to communication, change management, performance management, quality improvement, policy, board development, strategic partnering, data analytics, and economics.

JOB SUMMARY

This position serves as the initial point of contact for troubleshooting and maintaining computer hardware/software. This position is responsible for excellent customer service, resolving IT service request, staff onboardingoffboarding, assigning privileges and software installation. The Helpdesk Administrator I provides technical support and maintains all company printers, mobile devices, and conference room equipment.

RESPONSIBILITIES

• Accountable for the Incident Management Process which includes identification, logging, categorization, prioritization, investigation, diagnosis, escalation, resolution, and closure of all IT service requests. Ability to respond effectively during periods of high-ticket volumes. Informs customer on incident progress. Documents resolutions. Performs follow up to ensure completed work and customer satisfaction.
• Responsible for the maintenance, repair, vendor coordination, and trend analysis for all company laptops, printers, phones, mobile devices, and conference room equipment. Maintain inventory of laptops, printers, mobile devices, and other employee assigned assets. Maintains vendor lists. Keeps current on new products and services.
• Responsible for the IT portion of onboardingoffboarding staff, which includes user access, software installations and laptop, office phone, employee assigned asset retrieval and mobile device management.
• Participates and/or facilitates in team meetings with the infrastructure department. Reports on task status. Discusses with team gaps in current processes. Assists with the development, implementation and monitoring of the revised process.
• Validates vendor invoice information. Gathers customer satisfaction information from surveys and printer information from applications. Identifies, analyzes, and interprets trends and/or patterns. Presents analysis for process improvement.
• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in related field or four years of professional, technical, and relevant experience
• CompTIA certifications (or similar industry certifications) such as IT Technician, A+, Security +, and/or Network + are highly desirable.

NCSBN BENEFIT HIGHLIGHTS

• Medical, Dental and Vision Insurance
• Life and AD&D Insurance
• Vacation and Sick Time Off
• Holiday Pay
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Staff Professional Development Funds
• Flexible Spending Plan
• Commuter Benefit Plan
• 403(b) Retirement Plan
• Employee Assistance Program
• Office Wellness Room
• Office Café and Lounge Area

TO BE CONSIDERED

Interested candidates must 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.