INFORMATION TECHNOLOGY HELP DESK ANALYST II

Our Company

BrightSpring Health Services

Overview

Information Technology focuses on technology that powers and enables storage, processing, and information flow within our organization. If your enjoy creating ways for technology to assist in decision making then we would love to hear from you. Please apply today!

Responsibilities

• The Information Technology Help Desk Analyst II provides quality customer service and second level technical support to computer users via telephone and email. They receive, log, and trouble shoot all Information Technology service requests and provide status updates on problem resolution. They continue to improve Information Technology systems, processes, applications, and technology

Essential Responsibilities/Job Duties

• Resolves technical problems that are escalated from 1st level support


• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues


• Provides top quality customer service by assisting employees with problems that occur


• Monitors outstanding issues to ensure both response and turnaround times are met


• Provides status updates to management and functional areas regarding unresolved requests


• Provides technical support to our executive leadership and upper management


• Acts as a liaison between end users, technical support staff, and management


• Performs software installations and data backup and recovery for users


• Installs and maintains printing services on Hewlett Packard printers, Toshiba copiers, and other print devices


• Identifies and recommends opportunities to improve and enhance Personal Computer and Support Services to our customers


• Leads and assists on various projects regarding new applications and technology


• Ensures that the Help Desk will be able to support new or changes to applications with minimal impact to service


• Works with the Information Technology Purchasing Department to secure price quotes on equipment


• Keeps current regarding new trends and emerging technologies


• Creating and Maintaining a Knowledge base and Knowledge base articles


• Other duties as assigned

Qualifications

Education, Experience and Certification

• High school degree or equivalent required


• A+ and HDI Certifications strongly preferred
  
  
  
  • MCSE, CCNA, and ITIL also preferred
  
  


• Five years of IT experience required


• Two to three years of customer service, and phone support experience required


• Experience with Active Directory, remote desktop tools, and ticketing systems


• Working knowledge of Microsoft Office (O365) products, and Windows 7/8/8.1/10

Knowledge, Skills and Abilities

• Strong technical, analytical, and critical thinking skills


• Ability to solve problems and to multi task


• Strong documentation skills


• Strong leadership and team building skills

Personal Attributes

• Strong customer service orientation


• Ability to work in a team environment


• Demonstrated leadership skills


• Strong in both written and verbal communication


• Ability to work with sensitive information and exercise discretion


• Highly self-motivated and directed


• Keen attention to detail

Working Conditions

• Provide after-hours operations and on-call support


• Sitting for extended periods of time


• Talking on the phone for up to eight hours a day


• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components


• Lifting and transporting moderately heavy objects, such as computers


• The ability to lift up to 60 pounds

About our Line of Business

BrightSpring Health Services is a leading provider of complementary home and community-based pharmacy and health services for complex populations in need of chronic and/or specialized care. Through the company’s pharmacy and provider services to seniors and specialty (including behavioral) populations, we provide comprehensive care and clinical services in 50 states to over 360,000 customers, clients and patients daily. The company’s services foster greater patient and family satisfaction, improve outcomes and reduce health care system costs, and are supported by industry-leading quality outcomes. For more information, visit www.brightspringhealth.com. Follow us on Facebook, Twitter and LinkedIn.

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