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
- 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