IT Technical Support Engineer Senior

On-site in Milwaukee, WI, this Senior IT Technical Support Engineer focuses on endpoint security, technical operations, deployment, and project leadership within HIT Support Services.

Responsibilities

• Enforce architecture standards and governance while contributing to corporate policy development.
• Collaborate with cross-disciplinary teams to identify and mitigate risk.
• Provide senior-level advisory input to improve workflows and address information system or operational inefficiencies.
• Implement and uphold established device security standards.
• Offer senior-level consultation to end users to define solution requirements.
• Escalate for complex device or application selections.
• Ensure adherence to change control processes, guide team members, represent enterprise change control, and document architecture and design.
• Foster proactive communication across technical teams.
• Oversee all end-point devices, including desktops, mobile devices, and printing endpoints.
• Monitor and analyze the IT environment to prevent issues.
• Utilize tools, telemetry, and observation to identify improvement opportunities.
• Analyze data to identify systemic issues and risks to prevent incidents.
• Collaborate with engineering to develop and execute corrective action plans.
• Guide technicians on software deployment using defined processes and serve as a resource for environment deficiencies.
• Act as the highest-level escalation point within Support Services for highly complex issues.
• Document fleet management activities.
• Oversee all aspects of technical operations.
• Create and execute coding or scripting to achieve operational imperatives.
• Apply DevOps best practices in development operations.
• Provide enterprise-wide consultation across the technology landscape.
• Document coding scripts and process re-engineering efforts.
• Ensure incidents and service requests are resolved within defined SLAs.
• Analyze performance metrics to improve cost and service efficiency.
• Provide direct feedback on team performance, standards compliance, and technical proficiency.
• Communicate effectively with senior leadership and end users to instill confidence in strategy and execution.
• Serve as the technical SME for site or regional projects of varying size and complexity.
• Develop and execute project plans and coordinate team member activities.
• Coordinate project team meetings and communicate project status to stakeholders.
• Escalate issues as required.
• Act as the top technical matrix resource within Support Services for cross-team activities involving technical, networking, security, and vendor resources.
• Ensure completion of project documentation.
• Manage escalation processes for the most technically complex issues.
• Provide SME guidance on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance.
• Engage regularly with site service lines and operational leaders to capture new business needs and adoption barriers.
• Identify existing solutions or collaborate with engineering to develop new technology to resolve issues.
• Serve as a technical expert across HIT Support Services during technical reviews.
• Define and oversee site-based activities in information security, availability, testing, procedure management, compliance, and fiscal responsibility.
• Represent the site on system-wide enterprise technical oversight committees.
• Collaborate with core technology owners to enhance adoption and optimization goals.
• Ensure core applications and local site technology training is available and teams maintain competency.
• Foster a culture of continuous learning and technology advancement.
• Coordinate and guide staff onboarding to ensure new hires become productive quickly.

Requirements

• Bachelor's degree in information technology or a related field, or equivalent knowledge.
• Approximately five years of experience in a complex IT environment involving design, installation, and support.
• Ability to understand complex requirements and integrate multi-platform applications.
• Strong communication and customer service skills.
• Familiarity with a variety of hardware platforms, architectures, and operating systems.
• Proven project planning and management abilities.
• Experience with automated software deployment and device management tools.
• Proficiency in application programming and scripting, DevOps practices, and database administration.
• Active Directory experience including group policy creation and administration, plus user and device management.
• Familiarity with Microsoft Office productivity platforms.

Technologies

• Active Directory
• Microsoft Office productivity platforms

Physical requirements and working conditions

• Travel may be required and could expose the employee to road and weather hazards.
• Standard office environment.
• Operates all equipment necessary to perform the job.
• On call support available 24 hours a day, 7 days a week.