It Services Analyst

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

Associate Degree in related field or equivalent experience preferred

Minimum of twoyears' 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 Cisco Call Manager, Unity, and Finesse

Expert knowledge of software, hardware, systems, and applications used by BrightSpring associates

Excellent analytical and problem-solving skills to diagnose and resolve related problems

Ability to interact effectively with Executive and all other levels of BrightSpring employees

Ability to work efficiently on multiple tasks and projects at any given time

BrightSpring Health Services provides complementary home- and community-based health solutions for complex populations in need of specialized and/or chronic care. Through the Company's service lines, including pharmacy, home health care, and rehabilitation, we provide comprehensive and more integrated care and clinical solutions in all 50 states to over 475,000 customers, clients and patients daily. BrightSpring has consistently demonstrated strong and industry-leading quality metrics across its services lines, while improving the health and quality of life for high-need individuals and reducing overall healthcare system costs.For more information, please visit www.brightspringhealth.com. Follow us on Facebook, LinkedIn, and X. Res-Care, Inc., dba BrightSpring Health Services ("ResCare"), is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, r ace, color, national origin, r eligion, disability, age, veteran status, gender identity or s exual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.