Help Desk Analyst II​/Casual All Shifts

#LI-AS1d Summary/Objective:

Under the supervision of Sr. Director – IT & Security, the Help Desk Analyst II is an experienced end-user support professional and an important contributor to North Shore Health’s internal IT operations. This role provides advanced support by resolving Tier 1 and Tier 1+ issues within a Microsoft 365 cloud-based environment, coordinating endpoint and device lifecycle activities, and supporting the continued development of effective IT service management (ITSM) practices.

Through strong documentation, disciplined workflows, and knowledge sharing, the Help Desk Analyst II helps ensure reliable, high-quality support across the organization. This position exercises sound judgment and works with a high degree of independence while consistently adhering to established security, privacy, and HIPAA requirements across all NSH facilities.

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

• Deliver reliable, professional end-user support for low to moderately complex technical issues, serving as a frontline resource for advanced troubleshooting within a Microsoft 365 cloud-based environment (identity, access, endpoints, and peripherals).
• Perform deeper troubleshooting and root cause analysis when possible, escalating issues with complete context to improve resolution efficiency and reduce rework.

• Manage incidents and service requests through the ITSM system with a high standard of quality, including accurate logging, categorization, prioritization, documentation, and timely resolution aligned with SLAs.
• Contribute to ITSM process maturity through service catalog refinement, intake standards, routing and triage discipline, knowledge base development, and continuous process improvement.

• Coordinate and support endpoint and device lifecycle activities, including preparation, deployment, refresh, recovery, inventory accuracy, and retirement, ensuring processes are consistent, timely, and auditable.

• Support employee onboarding, offboarding, and role changes by ensuring device readiness, access enablement, and effective coordination with HR, managers, and technical teams.
• Provide clear end-user communication, status updates, expectation management, and informal mentoring or knowledge sharing in a collaborative, fast-paced environment.

• Maintain compliance with NSH security policies, privacy standards, and HIPAA requirements throughout all support and operational activities.
• Exercise sound judgment and independence while operating effectively within a highly collaborative and dynamic work environment.

• Knows Resident Rights
• Help the residents/patients exercise and/or protect their rights
• Reports resident/patient complaints to management
• Maintains confidentiality of resident/patient information

• Follows and adheres to organization’s policies and procedures implementing HIPAA requirements for the privacy and security of protected health information
• Uses and/or discloses only minimum amount of Protected Health Information necessary to complete assigned tasks
• Reports all suspected of violation of organization’s HIPAA policies or procedures to Facility leadership

• 3–5 years of experience in IT help desk, technical support, or end user support roles with increasing troubleshooting responsibility.
• Demonstrated proficiency using an ITSM/ticketing system with strong documentation, workflow discipline, and follow through.
• Hands on experience supporting users in a Microsoft 365 cloud-based environment.
• Strong knowledge of endpoint management, asset handling, and remote support tools, including device readiness validation.
• Strong written and verbal communication skills with emphasis on customer service and documentation quality.

• Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
• Relevant…