BrightStar Care
Local Agency:
BrightStar Care Location:
Bannockburn, IL Position Type:
Full Time (Hourly) Req ID:
162828
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.
Help Desk Analyst, IT 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
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
Each BrightStar Care® franchise office is independently owned and operated and is an equal opportunity employer. Services may vary by location in compliance with state licensing requirements.
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BrightStar Care Location:
Bannockburn, IL Position Type:
Full Time (Hourly) Req ID:
162828
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.
Help Desk Analyst, IT 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
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
Each BrightStar Care® franchise office is independently owned and operated and is an equal opportunity employer. Services may vary by location in compliance with state licensing requirements.
#J-18808-Ljbffr