It Services Analyst

BrightSpring Health Services•Louisville, KY

About The Position

Provides hardware, software, and systems support for BrightSpring’s employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.

Requirements

Associate Degree in related field or equivalent experience preferred
Minimum of two years’ experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
Experience with Active Directory, remote desktop tools, and ticketing systems
Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
Experience with Cisco Call Manager, Unity, and Finesse
Expert knowledge of software, hardware, systems, and applications used by BrightSpring associates
Excellent analytical and problem-solving skills to diagnose and resolve related problems
Ability to interact effectively with Executive and all other levels of BrightSpring employees
Ability to work efficiently on multiple tasks and projects at any given time

Nice To Haves

Professional Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL is a plus

Responsibilities

Provides resolution of technology problems that are escalated from Level 1 Service Desk
Assists with Level 1 Service Desk analysts as needed
Monitors outstanding issues to ensure both response and resolution times are met
Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through
Acts as backup for the BrightSpring Genius Bar by being fully versed on all IT solutions
Motivates the team and stakeholders to act without direct authority
Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
Performs software installations and data backup and recovery for end users
Leads and assists on various projects regarding new applications or technology
Creates and maintains knowledgebase articles
Works as an administrator in Cisco Call Manager and Cisco Unity; Provides technical support and processes user requests regarding Cisco phones
All other duties as assigned