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.
• 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 RequirementsEducation 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 Travel Requirements As necessary to Corporate Offices, Data Center locations

• Expert knowledge of software, hardware, systems, and applications used by Bright Spring 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

Work Environment
Standard office environment.
Job Type: Contract
Pay: $20.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Do you have the Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL ?

Work Location: On the roa

• 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.
• 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 RequirementsEducation 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