Help Desk Engineer

Heritage Senior Living•West Allis, WI

10d•Onsite

About The Position

Heritage Senior Living is seeking a knowledgeable, responsive, and customer-focused Help Desk Engineer to provide technology support to employees across our organization. In this role, you'll troubleshoot hardware, software, network, and device issues; configure computers and mobile devices; manage user access; and help employees get the most out of the technology they use every day. We're looking for someone who combines strong technical troubleshooting skills with excellent customer service and can explain technology in a way that makes sense to users at every skill level.

Requirements

High school diploma or equivalent required; associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
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.

Nice To Haves

Associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
Previous help desk, desktop support, technical support, IT support, or related experience.
Experience with Microsoft 365, Active Directory, and SharePoint.
Familiarity with mobile device management (MDM) solutions.
Basic understanding of networking concepts and troubleshooting.

Responsibilities

Provide Help Desk Support: 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 requires 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.
Set Up & Support Technology: 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.
Manage User Accounts & Access: 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. Help ensure appropriate access is provided based on employee responsibilities and organizational requirements. Follow established security procedures when creating, modifying, or terminating access.
Support New Employees & Technology Training: 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.
Support Networks, Systems & Security: 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.
Support Meetings & Audio/Visual Technology: 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.
Improve Our Technology: 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.