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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst II - Full-Time/Part-Time/Casual All Shifts - **Company:** North Shore Inc - **Location:** Milwaukee, WI, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Microsoft Access, Microsoft Windows, Health Informatics, Cloud Computing, Cyber Security, Issue Tracking Systems, Information Technology Operations, Microsoft Software, Routing, Windows PowerShell, Remote Service Software, Privacy Controls, Data Logging, Peripherals, Information Technology, Api Management - **Published:** June 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4fbf2dbf0a4bd751 ## About the Role Do you have experience in UEM?, Do you have a Associate's degree?, * 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. Preferred Education and Experience: * Associate's or Bachelor's degree in Information Technology or a related field, or equivalent practical experience. * Relevant IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or comparable credentials; Microsoft 365 certifications (e.g., MD-102, Security Administrator, or Enterprise Administrator Expert) strongly preferred. * Experience supporting Microsoft 365 environments, including identity, access, and device provisioning workflows; familiarity with PowerShell automation, API integrations, Microsoft Secure Score, and CIS assessments. * Experience contributing to IT service management (ITSM) capabilities, including service catalogs, standard operating procedures (SOPs), and knowledge base development. * Experience working in healthcare or other regulated environments, including familiarity with HIPAA-aligned security and privacy principles; healthcare IT experience is a strong plus. * Experience supporting multi-location organizations and collaborating across distributed teams. ## Description 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. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. End User Support Incident Resolution * 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. IT Service Management (ITSM) Ticket Quality * 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. Endpoint Device Lifecycle Management * Coordinate and support endpoint and device lifecycle activities, including preparation, deployment, refresh, recovery, inventory accuracy, and retirement, ensuring processes are consistent, timely, and auditable. User Lifecycle Support Collaboration * 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. Security, Compliance Professional Standards * 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. Resident Rights: * 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 HIPAA: * 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 ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)