#LI-AS1d
Summary/Objective:
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
Required Education and Experience
- 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.
Benefits:
We offer a comprehensive benefit packages which includes:
- Health insurance for full-time employees starting the first of the month following 30 days of employment
- Dental and vision insurance for full and part-time staff
- 401(K) Program for full and part-time staff
- 6 paid holidays plus one floating holiday for full-time staff
- Company paid life insurance for full-time staff
- Voluntary life and disability insurance for full-time staff
- Paid Time Off
Our mission is to establish a culture that reinforces the values necessary to be the premier health services provider and employer in each of the communities we serve. We understand that choosing where you want to go in your career is a big decision. We would like the opportunity to show you that North Shore Healthcare is the Right Choice for you.