New Directions Behavioral Health Jobs

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New Directions Behavioral Health Operations Support Engineer (Help Desk) in Overland Park, Kansas

Join one of the fastest-growing behavioral healthcare companies in the industry!!

Founded in 1995, New Directions helps people live healthy, balanced lives. New Directions provides managed behavioral health services, an Employee Assistance Program, Student Assistance Program, organizational consulting and health coaching to private and public health plans, Fortune 100 companies, large and medium employers and labor groups.

Role and Responsibilities :

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error

  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems

  • Logs and tracks calls using problem management database, maintains history records, problem documentation, as well as software and hardware inventories

  • Installs hardware, software, and peripheral equipment

  • Testing of software products in development

  • Prepares standard statistical reports, such as help desk incident reports

  • Consults with programmers to explain software errors, recommend changes to programs, and assists in the identification of emerging technologies and products

  • Calls software and hardware vendors to request service regarding defective products

  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work

  • Writes software and hardware evaluations and recommendations for management review

  • Develops, writes and revises user training manuals and procedures

  • Support the goals of the Information Systems Division and participate as a member of the Information Systems team

  • Assures compliance with New Directions policies and procedures; take appropriate action to correct any obvious unsafe conditions

  • Adheres to New Directions Behavioral Health Mission Statement, Core Values, Code of Business Conduct, and Compliance Program

  • Complies with all Federal and applicable State laws and New Directions Behavioral Health Policies regarding, privacy, confidentiality, and security of health information, and other designated information

Qualified candidates will have:

  • High School Diploma with CompTIA A+ and Net+ certifications or 2 years of experience supporting enterprise level hardware and software OR Associate's degree and 1 year of related experience

  • Proven written and oral communication skills, organizational skills, demonstrated willingness to work within a collaborative, team-oriented environment

  • Adaptable to quickly changing situations

  • Ability to calculate figures and amounts such as percentages, proportions, and volume. Ability to apply concepts of basic algebra and geometry

  • Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents

  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community

  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

  • Ability to prioritize and handle multiple issues received in a short time span

  • Bachelor's Degree in Information Technology field preferred

  • CompTIA A+ and Net+ certifications preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)