MAJOR JOB RESPONSIBILITIES

• respond to requests for technical assistance in person, via phone, chat, or email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• inform management of recurring problems
• stay current with system information, changes, and updates
• help update training manuals for new and revised software and hardware
• train computer users as necessary
• clean up computers

Education, Qualifications and Experience

• Associates degree preferred/not required
• A+
• Network +
• working knowledge of fundamental operations of relevant software, hardware and other equipment
• experience researching, analyzing, and interpreting automated system problems
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• team interaction
• planning and organizing
• attention to detail
• stress tolerance

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

Beacon Behavioral Hospital is one of the largest and most established behavioral health programs in Louisiana. For over 20 years, Beacon employs caring staff at locations across southeast Louisiana: Baton Rouge, Metairie, Slidell, Hammond, Houma, Bogalusa, Bunkie, Opelousas, and Lutcher. We currently provide inpatient programs and intensive outpatient programs (IOP) that provide therapy to those struggling with emotional disorders, substance abuse, and mental disorders.

Beacon’s mission, “to provide unsurpassed patient care in a compassionate, cost-effective, and ethical manner,” has been, and will always be, the cornerstone of Beacon’s success. To fulfill this mission, Beacon Behavioral Hospital seeks dedicated, compassionate, and professional staff in a variety of roles within behavioral health services.

What makes Beacon Behavioral Health a great choice?

At Beacon, we are growing family and we understand the importance of striking a balance between family and professional life. It is our goal to provide full-time employees with:

• Competitive salary
• Professional development training available
• Comprehensive benefits package: health, dental, vision, disability, life insurance and 401k
• Work-life balance
• Organizational growth opportunities
• Rewards and Employee Recognition programs

Beacon uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Beacon is Equal Opportunity Employer.