IT Production Operations - Help Desk Technician

Columbia MD 21046 8621 Robert Fulton Drive

Job Description

Provide First Level technical support to users experiencing operational and systems malfunctions, both hardware and software related. Provides technical assistance over the phone for all supported locations addressing both emergency and routine issues. Responds to inquiries regarding systems procedures, status and downtime. Assists with Security access requests.

Essential Functions


- Respond to employee phone, mail, email, fax, visits etc., troubleshoot problem issues or receive IT requests. Enter issues into call tracking system. Resolve or assign requests to the appropriate support group(s).
- Follow-up on outstanding issues and requests; perform quality assurance call backs as needed.
- Assist with creation of IDs including LAN, email, CURE, Web-applications, MPD, etc.
- Maintain the process of routing security requests to the appropriate security groups.
- Develop a functional understanding of key Magellan applications including Amisys, AMSW, CURE, Quest, IP, Maplinx, MPD, SQL Referral, Caretrac, etc.
- Assist with operational and management duties i.e. scheduling, mentoring and training. Assist with documentation development as needed.
- Other duties as assigned.

General Job Information

Title

IT Production Operations - Help Desk Technician

Grade

21

Job Family

Info Technology Group

Country

United States of America

FLSA Status

United States of America (Non-Exempt)

Recruiting Start Date

5/15/2019

Date Requisition Created

5/8/2019

Minimum Qualifications

Education

GED (Required), High School (Required)

License and Certifications - Required

License and Certifications - Preferred

Other Job Requirements

Responsibilities

Proficient with use of Windows XP, Vista and MS Office products. General Knowledge of PC and Laptop support, VPN, remote support tools, Wireless configurations, Internet Explorer and Firefox.2+ years in a comparable technical role.Perform limited administration or configuration of key applications.Further technical study including but not limited to Information Systems degree course work and job-related certifications, MCSE and A+ certifications are a plus but not required for this position.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

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