What are the responsibilities and job description for the IT Help Desk Analyst - Level 1 position at BrightStar Care?
The Help Desk Department’s mission is to satisfy BrightStar Care’s technical support needs accurately, quickly, and courteously to help ensure Franchisee and Employee satisfaction with the quality and operation of ABS and the related systems.
MAJOR DUTIES AND RESPONSIBILITIES
- Resolve complex application/technical issues
- Needs the ability to adapt and pick up new technology rapidly
- Must be able to troubleshoot and understand upstream and downstream dependencies
- Must be able to be a team player and work within a small team environment
- Respond to requests for systems assistance via phone or electronically through tickets
- Document, track and monitor problems to ensure timely resolution
- Research questions using available information resources
- Must be able to and willing to provide phone support to remote clients
- On call phone support is a shared responsibility of the support team
- Advise users on appropriate action and follow standard help desk procedures
REQUIRED QUALIFICATIONS
EDUCATION
- Bachelor’s degree in Business Management, Computer Science, or related discipline or equivalent experience
EXPERIENCE
- 0 – 3 years of help desk experience.
SKILLS/ABILITIES
- Great phone demeanor and strong customer service skills – possess a passion for helping first
- Must be familiar with multiple browsers and how to troubleshoot issues within them
- Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook)
- General understanding of Microsoft SQL
- Strong and effective customer service skills, interpersonal, and conflict management skills
- Strong organization, planning, communication, diplomacy, and presentation skills required.
WORKING CONDITIONS
- Help Desk is currently a hybrid role and is generally in the Bannockburn, IL office one day per week.
- Help Desk hours are 7:00 AM to 7:00 PM, Monday through Friday with individual shifts being eight hours long (not including a half hour lunch) and varying per day to provide at least one person in the department working the entire time.
Candidate must have demonstrated alignment and experience in successfully living the BrightStar Care Core Values:
- Be Open and Honest: Approachable, Fun, Unflappable, Kind, Empathetic
- Serve with Passion: Help First, Confident Yet Humble, For the Greater Good, Make a Real Difference
- Do the Right Thing: Honest, Ethical, Tell the Truth
- Do What You Say: On Time, Finish What You Start, Accountable, Take Responsibility
- Make it Great: Continuous Improvement, Exceed Expectations, Bring Out the Best in Others, Detail Oriented
Equal Opportunity Employer
BrightStar Care is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. BrightStar Care participates in E-Verify.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email BrightStarHR@brightstarcare. com.
