Sr. IT Support Technician; Tier 1 1st Shift

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 65 communities across Wisconsin
, united by a shared commitment to clinical excellence, compassionate care, and serving our local communities.

• 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.

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.

• 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, One Drive, 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.

• Develop and maintain standardized hardware/software images and configuration baselines for laptops, desktops, and mobile devices, ensuring HIPAA-compliant security settings (e.g., Bit Locker, 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.

• Travel to NSH facilities to provide escalated support, deploy equipment, and conduct IT asset health checks, ensuring compliance…