Help Desk Engineer | Technical Support Engineer

Heritage Senior Living is seeking a Help Desk Engineer / Technical Support Engineer to deliver responsive IT support to employees at an onsite location in West Allis, WI.

Responsibilities

• Respond to and document help desk requests received by phone, email, chat, or other support channels
• Troubleshoot hardware, software, connectivity, account-access, and network-related issues
• Use remote desktop tools to diagnose and resolve user problems
• Provide clear instructions and technical guidance to employees
• Communicate with users by phone when an issue needs more detailed troubleshooting
• Prioritize support requests based on urgency, impact, and business needs
• Escalate complex or unresolved technical issues when appropriate
• Follow up with users to help ensure issues are fully resolved
• Maintain accurate records of support requests, troubleshooting, repairs, and resolutions
• Configure and deploy laptops, desktops, monitors, printers, and other workstation equipment
• Set up and support mobile devices, including iPhones and Android devices
• Configure and support tablets, including iPads and Android devices
• Enroll, configure, and troubleshoot devices using mobile device management (MDM) solutions
• Install and configure approved software, applications, drivers, printers, copiers, scanners, and related technology
• Inspect and troubleshoot computer hardware, including hard drives, keyboards, mice, monitors, and peripheral devices
• Diagnose hardware failures and repair, replace, or coordinate replacement of equipment as appropriate
• Maintain accurate technology inventory and identify equipment or supply shortages
• Create, modify, and deactivate user accounts based on approved requests and established procedures
• Manage user access within Active Directory, Microsoft 365, SharePoint, and other business applications
• Assist employees with password, account-access, authentication, and permission issues
• Support new-hire technology setup and employee transitions
• Ensure appropriate access is provided based on employee responsibilities and organizational requirements
• Follow established security procedures when creating, modifying, or terminating access
• Set up computers, mobile devices, accounts, applications, and other technology for new employees
• Assist new employees with logging in and accessing required systems
• Train employees on computers, applications, and technology services provided by the organization
• Develop and maintain user guides, technical instructions, training materials, and troubleshooting resources
• Facilitate technology training for individuals or groups as needed
• Provide patient, professional support to users with varying levels of technical experience
• Assist with maintaining local networks and technology infrastructure to support reliable performance
• Troubleshoot network and connectivity issues
• Help maintain procedures for technology outages, emergencies, and system disruptions
• Assist with system upgrades, updates, and preventative maintenance
• Schedule technology maintenance to minimize disruption to employees and operations
• Support security and privacy practices for organizational networks, devices, accounts, and systems
• Identify and communicate potential technology or security concerns
• Follow established IT security, confidentiality, and access-control requirements
• Set up and troubleshoot audio/visual equipment for meetings, training sessions, presentations, and conference calls
• Provide support for televisions, projectors, displays, PowerPoint presentations, conference-room technology, and related equipment
• Assist employees with virtual meeting and conferencing technology
• Troubleshoot audio/visual issues before and during meetings when needed
• Stay current with technology trends, software changes, system updates, and emerging IT practices
• Identify recurring technical issues and recommend potential solutions
• Help develop and maintain IT procedures and technical documentation
• Assist with testing and implementing new technology
• Recommend improvements that enhance system reliability, security, efficiency, and the employee experience
• Participate in technology projects and other IT initiatives as assigned
• Communicate effectively with employees, vendors, and other technology partners in person, by telephone, electronically, and in writing
• Read, interpret, and prepare technical documentation, instructions, system information, and support records
• Regularly use computers, mobile devices, remote-support applications, and other technology
• Sit, stand, and walk for extended periods as responsibilities require
• Bend, reach, stoop, kneel, push, pull, and perform movements necessary to install, configure, troubleshoot, and move technology equipment
• Regularly lift, carry, and move computers, printers, equipment, and supplies weighing up to 50 pounds
• Maintain regular and reliable attendance
• Work schedule flexibility based on technology and organizational needs, including occasional extended hours for upgrades, maintenance, outages, or other critical IT support

Requirements

• High school diploma or equivalent required; associate or bachelor's degree preferred in Information Technology, Computer Science, Information Systems, or a related field
• Previous help desk, desktop support, technical support, IT support, or related experience preferred
• Working knowledge of Windows operating systems and standard workstation hardware
• Experience with Microsoft 365, Active Directory, and SharePoint preferred
• Experience configuring laptops, desktops, printers, mobile devices, and tablets
• Familiarity with mobile device management (MDM) solutions preferred
• Basic understanding of networking concepts and troubleshooting
• Experience with remote support and remote desktop tools
• Strong hardware and software troubleshooting skills
• Strong customer-service orientation
• Excellent written and verbal communication skills
• Ability to document technical issues and create clear user instructions
• Strong organizational, prioritization, and problem-solving abilities
• Ability to maintain confidentiality and appropriately handle sensitive organizational information
• Ability to work independently and collaboratively within an IT team
• Willingness and ability to continually learn new systems, applications, and technologies
• Love troubleshooting and figuring out why something isn't working
• Can explain technical information without overwhelming the person you're helping
• Stay calm and professional when someone is frustrated with technology
• Are comfortable supporting users remotely and in person
• Can manage multiple support requests and prioritize effectively
• Pay attention to details and document your work
• Understand the importance of cybersecurity, privacy, and appropriate system access
• Enjoy learning new technology and keeping your technical skills current
• Can work independently while collaborating effectively with other IT team members
• Take ownership of problems and follow them through to resolution

Technologies

• Windows
• Microsoft 365
• Active Directory
• SharePoint
• Mobile device management (MDM)
• Remote desktop tools
• Remote-support applications
• iPhones
• Android devices
• iPads
• PowerPoint

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• Paid time off
• Paid holidays and/or holiday pay
• Retirement savings opportunities
• Employee assistance and wellness resources
• Training and professional development opportunities
• Opportunities to expand your technical skills
• Career growth and advancement opportunities
• Employee recognition programs
• A collaborative and supportive work environment
• Meaningful work supporting employees who serve our residents every day