IT Help Desk Analyst – Level 1

The Help Desk Department’s mission is to accurately, quickly, and courteously satisfy BrightStar Care’s technical support needs to help ensure Franchisee and Employee satisfaction with the quality and operation of ABS and the related systems.

MAJOR DUTIES AND RESPONSIBILITIES

1. Resolve complex application/technical issues
2. Needs the ability to adapt and pick up new technology rapidly
3. Must be able to troubleshoot and understand upstream and downstream dependencies
4. Must be able to be a team player and work within a small team environment
5. Respond to requests for systems assistance via phone or electronically through tickets
6. Document, track, and monitor problems to ensure timely resolution
7. Research questions using available information resources
8. Must be able to and willing to provide phone support to remote clients
9. On call phone support is a shared responsibility of the support team
10. 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

SKILLS/ABILITIES

1. Great phone demeanor and strong customer service skills – possess a passion for helping first
2. Must be familiar with multiple browsers and how to troubleshoot issues within them
3. Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook)
4. General understanding of Microsoft SQL
5. Strong and effective customer service skills, interpersonal, and conflict management skills
6. Strong organization, planning, communication, diplomacy, and presentation skills required.

WORKING CONDITIONS

1. Help Desk is currently a hybrid role and is generally in the office one day per week.
2. 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.