Helpdesk Support Technician

Description

This position provides Help Desk support for NCQA's Information Technology Operations department and is responsible for supporting the organization's end-user technology environment. The role assists with laptop provisioning, user onboarding and offboarding, hardware and software troubleshooting, account administration, and device lifecycle management. By delivering responsive technical support and exceptional customer service, the position helps ensure employees have secure, reliable, and efficient access to the technology resources needed to perform their work. This position requires 3-4 days/week in office support.

Primary Responsibilities

• Provide Tier 1 and Tier 2 technical support and troubleshooting for end-user incidents and service requests via phone, email, remote support, and in-person assistance. Manage and prioritize help desk ticket queues to ensure timely resolution of requests and adherence to established Service Level Agreements (SLAs).
• Support conference room technology and meeting services, including setup, monitoring, and troubleshooting of audio-visual equipment. Coordinate with external AV vendors to resolve issues and maintain system reliability.
• Provision and issue laptops and other end-user devices for new hires and replacement cycles in accordance with organizational hardware refresh standards.
• Assist with employee onboarding and offboarding activities, including provisioning and deprovisioning user accounts, managing service accounts, distribution groups, shared mailboxes, and access permissions.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing. 
• Troubleshoot device, application, identity, and access issues related to Microsoft Entra, Microsoft 365, and endpoint management platforms.
• Maintain a strong customer service focus by effectively communicating technical information to users and ensuring a positive support experience.

Requirements

• Bachelor’s degree in Information Systems/Computer Science or related discipline or equivalent years of experience. ITIL Certification, Azure Admin Cert, CompTIA A+, Network+, or similar certification preferred.
• 2+ years of Desktop Support, Help Desk, or IT Support experience.
• Experience with ticketing/help desk systems and solving technical issues.
• Microsoft 365 administration.
• Provisioning and deploying Windows laptops.
• AV equipment - Microsoft Teams Room and Crestron. 
• Ability to work independently and yet be effective within a team setting .
• High level of customer service and problem-solving skills required.
• Must be able to work an 8-hour shift on-site.

Compensation & Benefits: 

• For new hires, this position pays in the range of $70K - $78K per year, depending on experience.
• This position is eligible for an annual incentive bonus, payable in accordance with policy.
• Click here for employee benefit information.

NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace. We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws. NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).