What are the responsibilities and job description for the Help Desk Support - Hybrid position at Parsley Health?
Description:
Provides hardware, software, and systems support for 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.
Essential Responsibilities:
- Provides resolution of technology problems that are escalated from Level 1 Service Desk.
- Provides assistance and direction to 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.
- All other duties as assigned.
Position Requirements
Education and Experience
- Associate Degree in related field or equivalent experience preferred
- Minimum of 2 years experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
- Professional Certifications such as Net , CCNA Collab, CCNE, HDI, or ITIL is a plus
- 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 RingCentral and NICE InContact is a plus.
Knowledge, Skills and Abilities:
- Expert knowledge of software, hardware, systems, and applications used by associates.
- Excellent analytical and problem-solving skills to diagnose and resolve related problems.
- Able to interact effectively with Executive and all other levels of BrightSpring employees.
- Able to work efficiently on multiple tasks and projects at any given time.
- Strong technical, analytical, and critical thinking skills
Job Type: Contract
Pay: $20.00 - $22.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Do you have any certification? Please Mention
Net , CCNA Collab, CCNE, HDI, or ITIL
Education:
- Associate (Preferred)
Work Location: In person
Salary : $20 - $22
