End User Support Specialist I

Job TitleJob DescriptionMake Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You'll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.Part and Full Time Benefits EligibilityMedical, Dental, Vision insurance401(k)Associate assistance programEmployee discountsReferral programEarly access to earned wages for hourly associates (outside of CA)Optional voluntary benefits including ID theft protection and pet insuranceFull Time Only Benefits EligibilityPaid Time OffPaid holidaysCompany provided life insuranceAdoption benefitDisability (short and long term)Flexible Spending AccountsHealth Savings AccountOptional life and dependent life insuranceOptional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal planTuition reimbursementBase pay in range will be determined by applicant's skills and experience. Temporary associates are not benefits eligible but may participate in the company's 401(k) program.Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.The application window is anticipated to close within 30 days of the date of the posting.ResponsibilitiesProvides first level of support to Brookdale associates who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other Brookdale teams to understand specific support needs for applications and systems.Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.Investigates problem, determines cause and takes action steps necessary to resolve the issue and verifies resolution.Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.Adapts to process and procedure changes as communicated to promote a world class support organization.Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team.Identifies common end user support topics and will communicate with supervisor or more senior member of the team. May assist implementing resolution.Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.May assist with projects related to hardware and software roll-outs or other implementations.May be called upon to travel for support and project work as needed.Encourages teamwork through cooperative interactions with co-workers.Establishes and maintains effective working relationships with IT staff, other Brookdale associates, and vendors.This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.QualificationsEducation and Experience High school education is required, and one to two years of related experience is preferred. Associate's Degree or higher is preferred.Certifications, Licenses, and Other Special Requirements NoneManagement/Decision Making Uses limited independent judgment to make decisions based on precedents and established guidelines. Solves problems using standard procedures and precedents. Knows when to refer issues to supervisor and when to handle them personally.Knowledge and Skills Has a working knowledge of a skill or discipline that requires basic analytic ability. Has an overall understanding of the work environment and process. Has working knowledge of the organization. Must have good organizational skills and attention to detail. Will generally work with limited supervision; should have ability to independently perform work tasks.Physical Demands and Working ConditionsStandingWalkingSittingUse hands and fingers to handle or feelReach with hands and armsStoop, kneel, crouch crawlTalk or hearAbility to lift: up to 50 poundsVisionRequires interaction with co-workers, residents or vendorsOccasional weekend, evening or night work if needed to ensure shift coverageOn-Call on an as needed basisBrookdale is an equal opportunity employer and a drug-free workplace.Job InfoJob Identification 25029811Job Category Information TechnologyPosting Date 09/09/2026, 03:21 PMDegree Level Associate DegreeJob Schedule Full timeLocations 105 Westwood Pl, Brentwood, TN, 37027, US (On-site)Hiring Range Minimum and Maximum Per Period null© MapTiler © OpenStreetMap contributors Legend Jobs at a location Group of locations © MapTiler © OpenStreetMap contributors | © Oracle Corporation Terms Legal Notices Use control and scroll to zoom the map Use two fingers to move the map 105 Westwood Pl, Brentwood, TN, 37027, US Copy to Clipboard