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Help Desk Analyst I

As a North Shore Health community, our Support Center supports and strengthens our centers as trusted providers of skilled nursing and rehabilitation services. Together, we are part of the Upper Midwest's largest post-acute care network, with 64 communities across Wisconsin, united by a shared commitment to clinical excellence, compassionate care, and serving our local communities.

What We Offer You:

• Up to $65k based on experience
• Supportive Team
• Growth Potential 
• Be part of a team committed to clinical excellence and exceptional resident-centered care.

North Shore Health is committed to advancing clinical excellence by delivering exceptional, resident-centered care across every community we serve. Guided by our core values of Trust, Engagement, Competence, Respect, and Passion, we empower our teams to provide outstanding care while continuously improving outcomes for those we serve.

Job Summary:

The Help Desk Analyst I serves as a frontline end-user support role within North Shore Health's internal IT operations. This position functions primarily as a centralized help desk resource, providing first-contact support for technical issues, service requests, user access needs, Microsoft 365, endpoints, peripherals, and other supported technologies. While most responsibilities are performed remotely through the help desk, travel to NSH health centers throughout Wisconsin may occasionally be required to support technology deployments, endpoint lifecycle activities, user onboarding and on-site technical support needs.

In addition to daily help desk responsibilities, this role serves as the primary administrator and operational owner of NSH's external user portal platform. Responsibilities include user account administration, access management, onboarding and offboarding of portal users, issue resolution, documentation maintenance, workflow coordination, and identification of process improvement opportunities.

This function is performed under the guidance and oversight of senior IT staff and represents a significant area of responsibility within the role. The position follows established procedures, maintains accurate ticket documentation, assists with device lifecycle and employee onboarding activities, and escalates issues when additional technical expertise is required. All responsibilities are performed in accordance with established security, privacy, and HIPAA requirements across NSH facilities.

Accountabilities:

• Provide professional and responsive frontline end-user support for routine technical issues and service requests.
• Ensure accurate ticket documentation, categorization, prioritization, status updates, and resolution records across ITSM workflows.
• Serve as the operational owner of NSH's external user portal platform, ensuring timely account administration, user support, documentation maintenance, and coordination of platform issues and enhancements under senior IT oversight.
• Assist with endpoint and device lifecycle activities, ensuring devices are prepared, deployed, refreshed, recovered, tracked, and retired in a timely, consistent, and auditable manner.
• Operate effectively in a highly collaborative and changing work environment, including adapting to evolving help desk coverage needs.
• Maintain compliance with NSH security policies, privacy requirements, and HIPAA requirements during all support activities.
• Resolve routine incidents using established procedures and escalate unresolved or more complex issues with complete context to improve resolution efficiency and reduce rework.

Experience (required):

• 1-3 years of experience in an IT help desk, desktop support, or technical support role.
• Demonstrated experience supporting Microsoft Windows endpoints and Microsoft 365 applications in a business environment.
• Experience using a ticketing or IT Service Management (ITSM) platform to document and manage support requests.
• Ability to follow established procedures, troubleshoot routine technical issues, and escalate issues appropriately.
• Strong written and verbal communication skills with emphasis on professionalism, customer service, and documentation quality.

Benefits:

• We offer a comprehensive benefit packages which includes:
• Health insurance for full-time employees starting the first of the month following 30 days of employment
• Dental and vision insurance for full and part-time staff
• 401(K) Program for full and part-time staff
• 6 paid holidays plus one floating holiday for full-time staff
• Company paid life insurance for full-time staff
• Voluntary life and disability insurance for full-time staff
• Paid Time Off

Our mission is to establish a culture that reinforces the values necessary to be the premier health services provider and employer in each of the communities we serve. 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.