Help Desk Support II
Magellan Health Services - Maryland

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Job Summary

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

Responding to employee phone, mail, email, fax, visits etc., troubleshooting problem issues or receiving IT requests. Entering issues into call tracking system. Resolving or assigning requests to the appropriate support group.

Follow-up on outstanding issues and requests. Do quality assurance call backs.

Assist with creation of Ids including LAN, email, CURE, Web-applications, MPD, etc. Maintaining the process of routing security requests to the appropriate security groups.

Non-essential Functions

Develop a functional understanding of key Magellan applications including Amisys, AMSW, CURE, Quest, IP, Maplinx, MPD, SQL Referral, Caretrac, etc.

Handle some operational and management duties including, scheduling, mentoring and training assistance and helping with the development of documentation.

Minimum Requirements

Education: HS/GED

Experience: 1-3 years

Computer Skills: Proficient with use of Windows 95/98/NT and MS Office products. Functional knowledge of Networking. Understanding of client-server and mainframe systems.


Ability to speak effectively; listening and problem solving skills. Ability to diagnose and prioritize more complex LAN, hardware and software issues.

Preferred Qualifications

Education: BS degree or certifications in job-related area including but not limited to M.C.S.E. and A+ certifications.Experience: 2 or more years experience in Help Desk support. Supervisory experience.

Knowledge, Skills, Abilities: Can successfully configure a PC for network access. Knowledge of Magellan applications including, but not limited to Amisys, AMSW, CURE, Quest. IP. Maplinx, MPD, SQL Referral, Caretrac and web-based applications. Perform administration or configuration of key applications.

Primary Location



Work Locations


6950 Columbia Gateway Drive (MD29)

6950 Columbia Gateway Drive


Magellan Health Services is a leading specialty health care management organization with expertise in managing behavioral health, radiology and specialty pharmaceuticals, as well as public sector pharmacy benefits programs. We deliver innovative solutions to make a positive impact on the cost and quality of health care, keeping the best interests of the people we serve at the center of our decision-making. The breadth of our offerings, depth of expertise, clinical excellence and smart, talented employees is what makes us unique.

Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment where we value professional growth and development, total health and wellness, rewards and recognition and employee unity. Magellan is a place where you can thrive.

Magellan Health Services - 2 years ago - save job
About this company
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Magellan Health Services has charted its courseĀ to becomeĀ one of the largest managed behavioral health care companies in the nation. The...