Help Desk Analyst II
Not Disclosed•Full-TimeOn-site
location_on1006, East State Street, Juneautown, Downtown, Milwaukee, Milwaukee County, Wisconsin, 53202, United States
North Shore Health is dedicated to establishing a culture that reinforces the values necessary to be the premier health services provider and employer in each of the communities we serve. Our internal IT operations are a critical backbone of this mission, ensuring that our facilities run smoothly and securely to support patient care.
As a Help Desk Analyst II, you will serve as an experienced end-user support professional under the supervision of the Sr. Director of IT Security. This role is designed for a proactive contributor who provides advanced support within our Microsoft 365 cloud-based environment. You will be responsible for resolving Tier 1 and Tier 1+ issues, coordinating endpoint and device lifecycle activities, and supporting the continued development of effective IT service management (ITSM) practices.
In this position, you will exercise sound judgment and work with a high degree of independence while consistently adhering to established security, privacy, and HIPAA requirements across all North Shore Health facilities. Your work ensures reliable, high-quality support across the organization through strong documentation, disciplined workflows, and knowledge sharing.
You will act as a frontline resource for advanced troubleshooting, handling low to moderately complex technical issues related to identity, access, endpoints, and peripherals. When deeper analysis is required, you will perform root cause analysis and escalate issues with complete context to improve resolution efficiency.
Your day involves managing incidents and service requests through our ITSM system with a high standard of quality, ensuring accurate logging, categorization, and timely resolution aligned with SLAs. You will also contribute to process maturity by refining service catalogs, intake standards, and knowledge base development.
Collaboration is key to your success. You will support employee onboarding, offboarding, and role changes by ensuring device readiness and access enablement, coordinating closely with HR, managers, and technical teams. Throughout your work, you will maintain strict compliance with NSH security policies and HIPAA requirements, ensuring the confidentiality of resident and patient information while helping to protect resident rights.
We understand that choosing where you want to go in your career is a big decision. We would like the opportunity to show you that North Shore Healthcare is the Right Choice for you. We are committed to fostering a collaborative, fast-paced environment where informal mentoring and knowledge sharing thrive.
North Shore Health is an equal opportunity employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this role. We value diversity and believe that our strength lies in the unique perspectives of our team members.
Work model: On-site
1006, East State Street, Juneautown, Downtown, Milwaukee, Milwaukee County, Wisconsin, 53202, United States
Milwaukee, Wisconsin
Associate's or Bachelor's degree in Information Technology or a related field. Relevant IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or comparable credentials; Microsoft 365 certifications (e.g., MD-102, Security Administrator, or Enterprise Administrator Expert). Experience with PowerShell automation, API integrations, Microsoft Secure Score, and CIS assessments. Experience contributing to IT service management (ITSM) capabilities, including service catalogs, standard operating procedures (SOPs), and knowledge base development. Experience working in healthcare or other regulated environments, including familiarity with HIPAA-aligned security and privacy principles; healthcare IT experience is a strong plus. Experience supporting multi-location organizations and collaborating across distributed teams.
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Skills: Microsoft 365, It Service Management, Hipaa, Comp Tia A+, Network+, Security+, Microsoft Fundamentals, MD-102, Power Shell, Cis Assessments.
Education: Associate's or Bachelor's degree in Information Technology or related field preferred; Associate's or Bachelor's degree in Information Technology or related field preferred.
North Shore Health operates within the hospitals and health care industry, with its headquarters located in Milwaukee, Wisconsin. The organization manages a network of facilities across Wisconsin, Minnesota, and Michigan, providing essential services to local populations. Its offerings include long-term skilled nursing care, short-term rehabilitation programs, and assisted living options designed to meet diverse resident needs.
The company emphasizes a culture built on core values including trust, engagement, competence, respect, and passion. These principles guide its operations as it aims to serve as a reliable partner for families seeking care and as a supportive employer for its staff. By fostering an environment that prioritizes these standards, North Shore Health seeks to establish itself as a premier provider and employer within the communities it serves. The organization focuses on delivering quality health services while maintaining a commitment to the well-being of both residents and employees across its regional footprint.
Browse more roles: All North Shore Health jobs, part time jobs on Recrutus.
Experience
3-5 yrs (Mid Level)
Education
Associate's or Bachelor's degree in Information Technology or related field preferred
Job Type
Full-Time