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CDW · 2 weeks ago

Senior Information Technology Support

Milwaukee, WI

Contract

Onsite

Senior Level

$35/hr - $40/hr

7+ years exp

CDW is partnering with a Milwaukee based company for a Senior IT Support Technician opportunity. This role is responsible for providing advanced technical support to internal users, developing IT standards and compliance measures, and contributing to the company's insourcing strategy.

AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware

H1B Sponsor Likely

Responsibilities

Provide Tier 1 and Tier 2 support for workstations, laptops, printers, peripherals, and mobile devices, resolving hardware, software, and connectivity issues

Troubleshoot Microsoft 365 applications (e.g., Teams, SharePoint, OneDrive, Outlook), user authentication, and Unified Communications as a Service (UCaaS) system

Act as an escalation point for complex technical issues, ensuring timely resolution and minimal disruption to care delivery

Develop and maintain standardized hardware/software images and configuration baselines for laptops, desktops, and mobile devices, ensuring HIPAA-compliant security settings (e.g., BitLocker, anti-malware, secure BIOS/UEFI)

Define and enforce end-user device and peripheral standards, including approved models and deployment guidelines

Support endpoint hardening to meet DHS and CMS security requirements

Travel to facilities to provide escalated support, deploy equipment, and conduct IT asset health checks, ensuring compliance with CMS operational standards

Collaborate with facility staff to identify IT needs, resolve infrastructure issues, and maintain accurate asset inventories for lifecycle planning

Diagnose and resolve local connectivity issues, IP conflicts, and Wi-Fi access point problems, ensuring consistent performance across facilities

Manage and troubleshoot ISP and voice circuits, supporting their transition to a consolidated support model in collaboration with MSP infrastructure teams

Contribute to their insourcing strategy by developing internal support workflows, documentation standards, and training materials

Build and maintain a knowledgebase and internal tools to enhance support scalability and compliance

Participate in IT projects to align systems with HIPAA, DHS, and CMS requirements

Ensure IT support practices comply with HIPAA (e.g., secure data handling), DHS and CMS standards

Maintain detailed records of support activities, asset inventories, and compliance audits for regulatory reporting

Qualification

IT support experienceHardware troubleshootingNetwork connectivityMicrosoft 365Process developmentLeadership experience

Required

7+ years of proven IT support experience (Tier 1 and Tier 2)

Hardware and software setup, troubleshooting, and support

Experience diagnosing and resolving network connectivity issues