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IT Help Desk Analyst in Louisville, KY at ResCare

Date Posted: 11/20/2018

Job Snapshot

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Job Description

BrightSpring Health Services 

Title: IT Help Desk Analyst

Job Category: Information Technology

Line of Business: Support Center Services

About BrightSpring Health Services and Our Family of Brands

Join us in transforming peoples' lives and their communities! BrightSpring Health Services is the new name for Kentucky-based ResCare, Inc., the parent company that supports a diverse family of brands. After more than 40 years of a successful history of helping people through a variety of settings and service offerings, we’ve reinvented ourselves.

At BrightSpring, everything we do centers on helping people live their best life. Our vision is to be the leading provider of home and community based health services for the needs of the complex populations we serve. We want to make sure that our clients receive the right care at the right time in the safest environment possible.

We are excited that you might consider joining our dedicated network of compassionate professionals who work in thousands of communities across the country - helping more than 60,000 people every day.

Right now, we have an exciting opportunity for you to join our team as a IT Help Desk Analyst.

About this Line of Business

BrightSpring Health Services is one of the largest providers of diversified home and community-based health services to complex, high-cost populations. The company provides nonclinical habilitative services and/or clinical rehabilitative services for people of all ages and skill levels.  Primary businesses include: behavioral health (including autism services), home health care (including personal care, home health, and hospice), neuro therapy, and job placement and vocational training, supported by pharmacy and telecare ancillary technologies and services. These businesses employ more than 45,000 dedicated team members in more than 40 states and provide services to more than 2 million people annually. 

BrightSpring Health Services is focused on providing quality and lower-cost outcomes to challenging and high-cost populations, through best-in-class services and technology innovation. Our Connected Home care model is an industry-leading approach to the future of health care services to achieve strong quality and compliance while also driving efficiency and cutting waste. 

Our care professionals work in thousands of communities across the United States. Founded and headquartered in Louisville, Kentucky, the company has been making a difference in people’s lives and communities since 1974 – providing home and community-based health services to complex populations and helping people live their best life.

As a(n) IT Help Desk Analyst you will: 

The IT Help Desk Analyst provides quality customer service and technical assistance to computer users via telephone and email. They receive, log, and trouble shoot all IT service requests and provide status updates on problem resolution.

Essential Responsibilities

  • Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems.
  • Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
  • Provides top quality customer service by assisting employees with problems that occur.
  • Escalates problems to second level support when needed.
  • Assists users with password resets.
  • Trains new users on applications and IT policies and procedures.
  • Submits request to vendors regarding equipment repairs.
  • Ensures that the necessary shipment of equipment is done according to company policy.
  • Other duties as assigned.

Position Requirements

Education and Experience

  • High school degree or equivalent required.
  • Associates Degree in Information Technology preferred.
  • At least 6 months experience of IT troubleshooting, customer service, or phone support required.
  • Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required.
  • Experience with Active Directory, remote desktop tools, and ticketing systems preferred.
  • Experience with Microsoft Office 365 products and Windows 7/8/8.1/10 required.

Skills and Abilities

  • Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule.
  • Ability to follow a defined work schedule and have reliable transportation.
  • Strong technical, analytical, and critical thinking and problem-solving skills.  
  • Strong documentation skills preferred.
  • Excellent communication skills and telephone protocol; professional verbal and written communication skills.

Working Conditions

  • This position requires the ability to sit and/or stand for long periods of time, standards mobility to maneuver from one location to another, regular lifting and carrying items weighing 20 lbs. or less.

Additional Information


BrightSpring Health Services offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.

BrightSpring Health Services is an Equal Opportunity Employer. BrightSpring Health Services does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.

9901 Linn Station Rd FL 6 - 11 , Louisville, KY 40223-3824 USA