Help Desk Engineer | Technical Support Engineer

Heritage Senior Living•West Allis, WI

About The Position

Heritage Senior Living is seeking a knowledgeable, responsive, and customer-focused Help Desk Engineer to provide technology support to employees across the organization. The role troubleshoots hardware, software, network, account-access, and device issues; configures computers and mobile devices; manages user access; and helps employees use the organization’s technology effectively. Support is provided by phone, email, chat, remote desktop, and in person. The engineer resolves routine issues, escalates complex concerns, documents work, and follows up to confirm resolution. The position also supports employee onboarding and technology training; local networks, systems, and security; and meeting-room and audio/visual technology. The engineer assists with technology maintenance, upgrades, documentation, inventory, testing, and implementation of new technology, while identifying recurring problems and recommending improvements. The role requires clear communication and patient, professional assistance for users with varying levels of technical experience. The position is located at Heritage Senior Living, LLC in West Allis, Wisconsin. Essential functions include regularly using computers and mobile devices; communicating with employees, vendors, and technology partners; and sitting, standing, walking, and moving equipment as responsibilities require. Regular lifting, carrying, and moving of computers, printers, equipment, and supplies weighing up to 50 pounds is required. Schedule flexibility may be needed for upgrades, maintenance, outages, or other critical IT support, including occasional extended hours. Reasonable accommodations may be provided as required by law.

Requirements

High school diploma or equivalent required.
Working knowledge of Windows operating systems and standard workstation hardware.
Experience configuring laptops, desktops, printers, mobile devices, and tablets.
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 and 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.
Ability to communicate technical information clearly, remain calm and professional with frustrated users, manage multiple support requests, and take ownership of problems through resolution.
Ability to regularly lift, carry, and move equipment and supplies weighing up to 50 pounds.
Ability to meet the physical requirements of the role, including extended sitting, standing, and walking, and movements such as bending, reaching, stooping, kneeling, pushing, and pulling.

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.

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 issues; use remote desktop tools; provide user guidance; prioritize requests; escalate complex issues; follow up; and maintain support records.
Configure and deploy laptops, desktops, monitors, printers, and other workstation equipment.
Set up, support, enroll, configure, and troubleshoot mobile devices and tablets using mobile device management solutions.
Install and configure approved software, applications, drivers, printers, copiers, scanners, and related technology.
Inspect and troubleshoot computer hardware; diagnose failures; repair, replace, or coordinate replacement of equipment; maintain inventory; and identify supply shortages.
Create, modify, and deactivate user accounts; manage access in Active Directory, Microsoft 365, SharePoint, and other business applications; and assist with passwords, authentication, permissions, and employee transitions.
Follow security procedures when creating, changing, or terminating access and help ensure access is appropriate to employees’ responsibilities.
Set up technology for new employees, help them access required systems, train employees, and develop and maintain user guides, training materials, and troubleshooting resources.
Facilitate individual or group technology training and provide patient, professional support to users with varying technical experience.
Assist with maintaining local networks and technology infrastructure; troubleshoot connectivity; support outage and emergency procedures; and assist with system upgrades, updates, and preventative maintenance.
Schedule maintenance to minimize disruption and support security, privacy, confidentiality, and access-control practices.
Set up and troubleshoot audio/visual equipment and virtual meeting technology for meetings, training, presentations, and conference calls.
Stay current with technology trends, software changes, updates, and IT practices; identify recurring issues and recommend solutions.
Help develop and maintain IT procedures and technical documentation; assist with testing and implementing technology; recommend improvements; and participate in technology projects and other IT initiatives.
Communicate effectively with employees, vendors, and technology partners in person, by telephone, electronically, and in writing; read, interpret, and prepare technical materials and support records.
Maintain regular and reliable attendance and provide schedule flexibility, including occasional extended hours for critical IT needs.