Trilogy Behavioral Health

  • Help Desk Analyst

    Req No.
    2018-2159
    Type
    Regular Full-Time
    Department
    IT
  • Overview

    About Trilogy Behavioral Healthcare:

                                                       
    Trilogy Behavioral Healthcare Inc. strongly believes that treatment services are more effective when provided in the client’s natural setting, hence, the majority of services provided are located in the community.  Trilogy Behavioral Healthcare Inc. also employs a holistic approach to each client’s treatment and integrates all facets of our clients’ lives including mental/emotional health, physical health/wellness, employment and education, social and family relationships, substance use/abuse issues, and housing needs.

     

    Typical services provided include case management, counseling/therapy, individual skills training, medication training, crisis intervention, linkage to community resources, advocacy, assessment, and treatment planning.

    Responsibilities

    This position provides escalated level of customer service problem diagnosis and phone/email support to internal employees all throughout the company including remote sites. This role will require some mentoring and coaching of Help Desk personal on escalation and troubleshooting procedure.

     

    Evening hours as required for projects, coverage, Weekend/Holiday work as required for system upgrades and maintenance.

     

    Essential Responsibilities

    • Interprets, analyzes, diagnoses, documents and resolves first and second level customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis.
    • Solves complex questions and problems related to application software, operating systems software, and the LAN/WAN. Work closely with System Administrator on server, network management and deployments
    • Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the problem tracking system, websites, software manuals, and other team members.
    • Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to satisfaction.
    • Using the tracking system, accurately documents all incoming calls and call resolutions.
    • Keep IT Manager apprised of any new support issues in a clear and timely manner.
    • Works to consistently improve call handling and resolution processes.
    • Performs other job-related duties as assigned or apparent

     

    Qualifications

    • Bachelor’s Degree preferred or minimum 4 years related experience and/or training; or equivalent combination of education and experience with Information Technolog
    • Great people skills
    • Proficient in both oral and written communication
    • Solid understanding with IT equipment including laptops, printers and wireless technology, including but not limited to network equipment, servers and phone system
    • Experience with Active Directory, O365, AirWatch, Avaya phone systems and Exchange admin tasks

     

    Other Requirements include:

    • Valid Illinois Driver’s License with daily access to a vehicle. Must have $100,000/$300,000 auto liability insurance

     

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