Help Desk Analyst, IT

Local Agency: Bright Star Care
Location: Bannockburn, IL
Position Type: Full Time (Hourly)
Req : 162828

The Help Desk Analyst is a critical member of Bright Star 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.

• Diagnose and resolve complex application and system issues across Bright Star'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

• 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

• 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

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

• 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

• 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

• 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

• 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 Bright Star's application ecosystem
• Active participation in team knowledge sharing and continuous improvement initiatives

Each Bright Star 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.