| Description | Job Description: 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. 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 BrightSpring 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 Travel Requirements As necessary to Corporate Offices Data Center locations Work Environment Standard office environment. Job Types: Full-time Contract Pay: From $23.00 per hour Application Question(s): Do you have ITIL 4 Foundations certification ? This is a part time weekend position with it being 12 hour shifts Friday 11 PM EST to Saturday 11 AM EST and Saturday 11 PM EST to Sunday at 11 AM EST. are you okay with that Work Location: Remote |