Help Desk Engineer | Technical Support Engineer

Heritage Senior Living is seeking a Help Desk Engineer/Technical Support Engineer to deliver responsive technology support to employees at a West Allis, WI onsite location. The role covers troubleshooting across devices, software, networks, and accounts, along with device setup, user access management, and support for training and audio/visual technology.

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 and 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 and 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 and 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, and 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 and 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.

Required Qualifications

• 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 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 stay calm and professional, including when users are frustrated.
• Comfort supporting users remotely and in person, managing multiple requests, and following issues through to resolution.

Essential Functions and Physical Requirements

• Communicate effectively with employees, vendors, and other technology partners in person, by telephone, electronically, and in writing.
• Read, interpret, and prepare technical documentation, instructions, system information, and support records.
• Regularly use computers, mobile devices, remote-support applications, and other technology.
• Sit, stand, and walk for extended periods as responsibilities require.
• Bend, reach, stoop, kneel, push, pull, and perform movements necessary to install, configure, troubleshoot, and move technology equipment.
• Regularly lift, carry, and move computers, printers, equipment, and supplies weighing up to 50 pounds.
• Maintain regular and reliable attendance.
• Work schedule flexibility based on technology and organizational needs, including occasional extended hours for upgrades, maintenance, outages, or other critical IT support.

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• Paid time off
• Paid holidays and/or holiday pay
• Retirement savings opportunities
• Employee assistance and wellness resources
• Training and professional development opportunities
• Opportunities to expand your technical skills
• Career growth and advancement opportunities
• Employee recognition programs
• A collaborative and supportive work environment
• Meaningful work supporting employees who serve our residents every day

Technology and Tools

• Windows
• Microsoft 365
• Active Directory
• SharePoint
• Mobile device management (MDM)
• Remote desktop tools
• Remote-support applications
• iPhones
• Android devices
• iPads
• PowerPoint