What are the responsibilities and job description for the IT Services Analyst position at LOUISVILLE, KY 40222?
Job Description
Job Description
Overview
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.
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
Qualifications
