Senior Help Desk Analyst – Microsoft 365 & ITSM Expert

North Shore Healthcare; Milwaukee (WI); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401(K) Program

Paid Time Off

Dental and vision insurance

Company paid life insurance

Voluntary life and disability保险

6 paid holidays plus one floating for全

Job summary

North Shore Healthcare in Milwaukee seeks a Help Desk Analyst II to provide advanced end-user support in a Microsoft 365 cloud environment, manage incidents, and coordinate device lifecycle under ITSM practices. This role requires dependable, customer-focused service and adherence to HIPAA and privacy requirements.

You will collaborate with HR and technical teams, mentor peers, and help improve service quality through documentation and disciplined workflows.

Qualifications

• 3–5 years of IT help desk or end user support with escalating responsibilities.
• Proficiency with ITSM/ticketing systems, strong documentation and workflow discipline.
• Hands-on experience supporting Microsoft 365 cloud environment.
• Knowledge of endpoint management, asset handling, and remote support tools.
• Strong written and verbal communication with customer-service focus.

Responsibilities

• Provide frontline end-user support for Microsoft 365 issues.
• Manage incidents and service requests through ITSM with logging, categorization, prioritization and SLAs.
• Coordinate endpoint and device lifecycle activities, ensuring inventory accuracy and readiness.
• Support onboarding/offboarding and coordinate with HR and technical teams.

Skills

IT help desk

Microsoft 365

ITSM

Customer service

Education

Assoc./Bachelor's in IT

IT certifications (e.g., CompTIA)

Tools

PowerShell

Endpoint management

Job description

North Shore Healthcare in Milwaukee seeks a Help Desk Analyst II to provide advanced end-user support in a Microsoft 365 cloud environment, manage incidents, and coordinate device lifecycle under ITSM practices. This role requires dependable, customer-focused service and adherence to HIPAA and privacy requirements.

You will collaborate with HR and technical teams, mentor peers, and help improve service quality through documentation and disciplined workflows.