Help Desk Analyst, IT

Job Description

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.

Responsibilities

Technical Support & Problem Resolution

• Diagnose and resolve complex application and system issues across BrightStar's technology ecosystem, including, Zendesk, JIRA, and integrated franchise systems
• Analyze upstream and downstream dependencies to identify root causes and prevent recurring issues
• Leverage knowledge base resources and collaborate with Engineering and Product teams for escalated issues
• Maintain expertise across multiple browsers, operating systems, and enterprise applications

Customer Experience & Communication

• Deliver courteous, efficient phone and ticket based support that builds franchisee confidence and satisfaction
• Document interactions thoroughly in Zendesk, creating clear records that support trend analysis and knowledge sharing
• Translate technical concepts into accessible language for diverse user skill levels
• Participate in shared on call rotation to ensure continuous support availability

Process Improvement & Analysis

• Identify patterns in support requests that signal opportunities for system enhancement, training, or documentation improvements
• Contribute to incident management processes and post incident reviews
• Track and report on support metrics (resolution time, CSAT, ticket volume trends) to inform operational improvements
• Collaborate with Product Management on user experience feedback and enhancement prioritization

Skills & Qualifications

EDUCATION

• Bachelor's degree in Computer Science, Information Systems, Business, or related field; or equivalent combination of education and experience

EXPERIENCE

• 0-3 years in technical support, help desk, or customer facing IT roles
• Experience with ticketing systems (Zendesk preferred) and issue tracking tools (JIRA a plus)
• Exposure to franchise, healthcare, or multi location business models is beneficial

TECHNICAL SKILLS

• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Working knowledge of SQL for basic data queries and troubleshooting
• Comfort with multiple browsers (Chrome, Edge, Safari) and browser based application troubleshooting
• Ability to quickly learn new technologies and adapt to evolving system landscape

SOFT SKILLS

• Exceptional customer service orientation with genuine desire to help users succeed
• Strong verbal and written communication skills with ability to document clearly
• Collaborative team player who thrives in a small, high performing environment
• Organized, detail oriented approach to managing multiple concurrent issues
• Problem-solving mindset that looks beyond immediate fixes to systemic improvements

WORKING 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 coverage
• On Call: Shared rotation among support team members

WHAT SUCCESS LOOKS LIKE

• Consistently high customer satisfaction scores from franchisee interactions
• Efficient resolution times while maintaining quality and thoroughness
• Proactive identification of systemic issues and contribution to prevention strategies
• Growth in technical depth and breadth across BrightStar's application ecosystem
• Active participation in team knowledge sharing and continuous improvement initiatives