Job description

Position: Senior IT Support Consultant Location: Milwaukee, WI Start Date: ASAP Job Description: Our client, a leading healthcare organization managing skilled nursing and assisted living facilities across the Upper Midwest, is seeking a Senior IT Support Technician to support their transition to an internal IT model. This role provides advanced Tier 1 and Tier 2 technical support across multiple facilities, with a focus on end-user support, device standardization, and compliance-driven IT operations. Reporting to the Senior Director of IT & Security, this technician will serve as a key resource for staff and residents, ensuring secure, reliable IT systems in alignment with HIPAA, DHS, and CMS requirements. Minimum Qualifications: • Associate’s or bachelor’s degree in IT, Computer Science, or related field (preferred). • 7+ years of IT support experience, ideally in healthcare or multi-site environments. • Advanced troubleshooting skills for Windows 11, Microsoft 365, and UCaaS platforms. • Expertise in endpoint management, imaging, patching, and security configurations. • Strong networking knowledge (DHCP, DNS, VLANs, access points). • Proficiency with remote tools (ScreenConnect, RDP, SCCM, Intune). • Familiarity with HIPAA, DHS, and CMS compliance requirements. • Strong communication skills with both technical and non-technical stakeholders. • Proven ability to work independently, prioritize tasks, and deliver results. Responsibilities: End-User Support • Provide Tier 1 and Tier 2 support for desktops, laptops, printers, peripherals, and mobile devices. • Troubleshoot Microsoft 365 applications (Teams, SharePoint, OneDrive, Outlook), authentication, and UCaaS systems. • Act as an escalation point for complex technical issues, ensuring timely resolution with minimal disruption. Device Standards & Security • Develop and maintain standardized device images, configurations, and security baselines. • Enforce HIPAA-compliant security protocols (BitLocker, anti-malware, BIOS/UEFI settings). • Support endpoint hardening to meet DHS and CMS requirements.Onsite Support • Travel to facilities for escalated support, equipment deployment, and IT asset checks. • Collaborate with facility staff on IT needs and maintain accurate inventories for lifecycle planning. Networking & Connectivity • Diagnose and resolve connectivity issues (IP conflicts, Wi-Fi access points). • Manage and troubleshoot ISP and voice circuits, coordinating with MSP infrastructure teams. Process Development & Insourcing • Support the transition to an internal IT model by developing workflows, documentation, and training. • Build a knowledge base and tools to scale support and ensure compliance. • Contribute to IT projects aligning systems with HIPAA, DHS, and CMS standards. Compliance & Documentation • Maintain detailed support records, inventories, and compliance audit documentation. • Ensure IT practices adhere to HIPAA privacy and security requirements. Preferred Qualifications: • 3+ years of management or team lead experience. • Certifications: CompTIA A+, Network+, Security+, or Microsoft 365 Certified (MD-102). • Cybersecurity certifications a plus. Work Environment & Physical Requirements • Significant travel between facilities may be required. • Physical activities include standing, bending, stooping, and lifting up to 50 lbs. • Employees may be asked to assist residents with transfers using proper equipment and support.

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