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Sr. IT Support Technician

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:

• Competitive pay!
• Location: Glendale, WI
• 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.

Trust, engagement, competence, respect and passion - these are the values under which North Shore Healthcare operates every day. Our dedicated team of professionals strive to deliver quality care to our residents and their families. We are one of the leading employers and providers of post-acute care in the Midwest and we are seeking exceptional individuals to join our team. If you value being a leader, working in a progressive environment and having opportunities to grow in your career, North Shore Healthcare is the Right Choice for you.

Summary/Objective

North Shore Health (NSH) is a leading management company overseeing skilled nursing and assisted living facilities across the Upper Midwest committed to delivering exceptional resident care through operational excellence and compliance with DHS, CMS, and HIPAA regulations. Our mission is to support a high-performing, secure IT environment that enhances care delivery and operational efficiency. Join our IT team to drive a seamless transition to an internal support model, ensuring robust and compliant technology solutions. 

The Senior IT Support Technician (Tier 1+) provides advanced technical support across NSH's network of SNF's and ALF's. Reporting to the Sr. Director of Information Technology and Security (Sr. Dir of IT&S), this position serves as a key resource for end-user support, device management, and compliance-driven IT operations. This role focuses on delivering Tier 1 and Tier 2 support, developing standardized device configurations, and supporting NSH's transition to an internal IT support model. The technician ensures compliance with HIPAA, DHS, and CMS standards, collaborating with managed service providers (MSPs) and facility staff to maintain secure, reliable IT systems.

Advanced End-User Support:

• Provide Tier 1 and Tier 2 support for workstations, laptops, printers, peripherals, and mobile devices, resolving hardware, software, and connectivity issues.
• Troubleshoot Microsoft 365 applications (e.g., Teams, SharePoint, OneDrive, Outlook), user authentication, and Unified Communications as a Service (UCaaS) systems.
• Act as an escalation point for complex technical issues, ensuring timely resolution and minimal disruption to care delivery.

Device Standards and Security:

• Develop and maintain standardized hardware/software images and configuration baselines for laptops, desktops, and mobile devices, ensuring HIPAA-compliant security settings (e.g., BitLocker, anti-malware, secure BIOS/UEFI).
• Define and enforce end-user device and peripheral standards, including approved models and deployment guidelines.
• Support endpoint hardening to meet DHS and CMS security requirements.

Onsite Technical Support:

• Travel to NSH facilities to provide escalated support, deploy equipment, and conduct IT asset health checks, ensuring compliance with CMS operational standards.
• Collaborate with facility staff to identify IT needs, resolve infrastructure issues, and maintain accurate asset inventories for lifecycle planning.

Networking and Connectivity:

• Diagnose and resolve local connectivity issues, IP conflicts, and Wi-Fi access point problems, ensuring consistent performance across facilities.
• Manage and troubleshoot ISP and voice circuits, supporting NSH's transition to a consolidated support model in collaboration with MSP infrastructure teams.

IT Insourcing and Process Development:

• Contribute to NSH's insourcing strategy by developing internal support workflows, documentation standards, and training materials.
• Build and maintain a knowledgebase and internal tools to enhance support scalability and compliance.
• Participate in IT projects to align systems with HIPAA, DHS, and CMS requirements.

Compliance and Documentation:

• Ensure IT support practices comply with HIPAA (e.g., secure data handling), DHS and CMS standards.
• Maintain detailed records of support activities, asset inventories, and compliance audits for regulatory reporting.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Safety:

• Know and follow North Shore Health rules
• Follow North Shore Health dress and hygiene policies
• Demonstrate proper use of equipment
• Report equipment needs or repairs
• Follow North Shore Health smoking policies
• Reports and documents any incidents or accidents of residents, staff or visitors to the appropriate North Shore HealthCare personnel
• Use required protective equipment (as needed during center visits)
• Follow infection control standards, policies and procedures

Resident Rights:

• Know Resident Rights
• Help the residents/patients exercise and/or protect their rights
• Maintain confidentiality of resident/patient and employee information 

HIPAA:

• Follow and adhere to North Shore Health's policies and procedures implementing HIPAA requirements for the privacy and security of protected health information
• Use and/or disclose only the minimum amount of Protected Health Information necessary to complete assigned tasks 
• Report all suspected violations of the company's HIPAA policies or procedures to North Shore Health Compliance Department.

Required Education and Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 7+ years of hands-on IT support experience, preferably in healthcare or multi-site environments, with expertise in desktop support, networking, and Microsoft 365 administration.
• Advanced troubleshooting of Windows 11, Microsoft 365, and UCaaS platforms.
• Expertise in endpoint management, OS imaging, patching, and security configurations (e.g., BitLocker, anti-malware).
• Practical knowledge of networking (DHCP, DNS, VLANs, access points).
• Proficiency with remote support tools (e.g., ScreenConnect, RDP, SCCM, Intune).
• Familiarity with HIPAA, DHS, and CMS IT compliance requirements.
• Strong communication skills to engage technical and non-technical stakeholders, including SNF staff and residents.
• Proven ability to prioritize tasks, work independently, and deliver results with minimal supervision.

Preferred Education and Experience

• 3+ years management experience preferred
• CompTIA A+, Network+, or Microsoft 365 Certified (e.g., MD-102) strongly preferred; cybersecurity certifications (e.g., Security+) a plus.

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.