Sr. IT Support Technician

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.

Sr. IT Support Technician Milwaukee, WI

For over 16 years, Medasource has established and maintained relationships that are designed to meet your IT staffing needs. Whether it’s contract, contract-to-hire, or permanent placement work, we customise our search based upon your company’s unique initiatives, culture and technologies. With our national team of recruiters placed at 21 major hubs around the nation Medasource finds the people best-suited for your business. When you work with us, we work with you. That’s the Medasource promise.