Help Desk Analyst, IT

The Help Desk Analyst is a critical member of BrightStar Care's Enterprise Systems domain, responsible for delivering exceptional technical support to franchisees and employees. This role combines hands on troubleshooting with analytical problem solving to ensure optimal operation of our franchise systems. The ideal candidate brings curiosity, technical aptitude, and a passion for turning support interactions into opportunities for continuous improvement.ResponsibilitiesTechnical Support & Problem Resolution Diagnose and resolve complex application and system issues across BrightStar's technology ecosystem, including, Zendesk, JIRA, and integrated franchise systemsAnalyze upstream and downstream dependencies to identify root causes and prevent recurring issuesLeverage knowledge base resources and collaborate with Engineering and Product teams for escalated issuesMaintain expertise across multiple browsers, operating systems, and enterprise applicationsCustomer Experience & Communication Deliver courteous, efficient phone and ticket based support that builds franchisee confidence and satisfactionDocument interactions thoroughly in Zendesk, creating clear records that support trend analysis and knowledge sharingTranslate technical concepts into accessible language for diverse user skill levelsParticipate in shared on call rotation to ensure continuous support availabilityProcess Improvement & Analysis Identify patterns in support requests that signal opportunities for system enhancement, training, or documentation improvementsContribute to incident management processes and post incident reviewsTrack and report on support metrics (resolution time, CSAT, ticket volume trends) to inform operational improvementsCollaborate with Product Management on user experience feedback and enhancement prioritizationRequired SkillsEDUCATIONBachelor's degree in Computer Science, Information Systems, Business, or related field; or equivalent combination of education and experienceEXPERIENCE0-3 years in technical support, help desk, or customer facing IT rolesExperience with ticketing systems (Zendesk preferred) and issue tracking tools (JIRA a plus)Exposure to franchise, healthcare, or multi location business models is beneficialTECHNICAL SKILLS Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)Working knowledge of SQL for basic data queries and troubleshootingComfort with multiple browsers (Chrome, Edge, Safari) and browser based application troubleshootingAbility to quickly learn new technologies and adapt to evolving system landscapeSOFT SKILLS Exceptional customer service orientation with genuine desire to help users succeedStrong verbal and written communication skills with ability to document clearlyCollaborative team player who thrives in a small, high performing environmentOrganized, detail oriented approach to managing multiple concurrent issuesProblem-solving mindset that looks beyond immediate fixes to systemic improvementsWORKING CONDITIONS Location: Hybrid role with one day per week in the Bannockburn, IL office (subject to business needs)Schedule: Monday-Friday, 7:00 AM - 7:00 PM coverage window; individual shifts are 8 hours plus 30-minute lunch, with varying start times to ensure full coverageOn Call: Shared rotation among support team membersWHAT SUCCESS LOOKS LIKE Consistently high customer satisfaction scores from franchisee interactionsEfficient resolution times while maintaining quality and thoroughnessProactive identification of systemic issues and contribution to prevention strategiesGrowth in technical depth and breadth across BrightStar's application ecosystemActive participation in team knowledge sharing and continuous improvement initiatives

Salary : $25 - $26