End User Support Specialist I

Recognized by Newsweek in 2024 and 2025 as one of Americas Greatest Workplaces for Diversity

Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self join us! Youll 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 Eligibility

• Medical Dental Vision insurance
• 401(k)
• Associate assistance program
• Employee discounts
• Referral program
• Early access to earned wages for hourly associates (outside of CA)
• Optional voluntary benefits including ID theft protection and pet insurance

Full Time Only Benefits Eligibility

• Paid Time Off
• Paid holidays
• Company provided life insurance
• Adoption benefit
• Disability (short and long term)
• Flexible Spending Accounts
• Health Savings Account
• Optional life and dependent life insurance
• Optional voluntary benefits including accident critical illness and hospital indemnity Insurance and legal plan
• Tuition reimbursement

Base pay in range will be determined by applicants skills and experience. Role is also eligible for team based bonus opportunities. Temporary associates are not benefits eligible but may participate in the companys 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.

Provides 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.

1. 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.
2. Investigates problem determines cause and takes action steps necessary to resolve the issue and verifies resolution.
3. Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.
4. Adapts to process and procedure changes as communicated to promote a world class support organization.
5. Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
6. May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team.
7. Identifies common end user support topics and will communicate with supervisor or more senior member of the team. May assist implementing resolution.
8. Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.
9. May assist with projects related to hardware and softwareroll-outs or other implementations.
10. May be called upon to travel for support and project work as needed.
11. Encourages teamwork through cooperative interactions with co-workers.
12. 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.

Education and Experience
High school education is required and one to two years of related experience is preferred. Associates Degree or higher is preferred.

Certifications Licenses and Other Special Requirements
None

Management/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 Conditions

• Standing
• Walking
• Sitting
• Use hands and fingers to handle or feel
• Reach with hands and arms
• Stoop kneel crouch crawl
• Talk or hear
• Ability to lift: up to 50 pounds
• Vision
• Requires interaction with co-workers residents or vendors
• Occasional weekend evening or night work if needed to ensure shift coverage
• On-Call on an as needed basis

Brookdale is an equal opportunity employer and a drug-free workplace.