Service Desk Technician

Responsible for being the first line of contact for clients experiencing issues with installation, configuration, operation and management of Netsmart Managed Services.

This role will be 12-hour shifts that will go from 9:00 am to 9:00 pm ET. The shift will be 5 days on 5 days off / 5days on 5 days off/ 4 days on 4 days off and then restarting the shift.

Responsibilities

• Manage incidents and requests; communicate with clients to ensure that work is completed to their satisfaction.
• Escalate service requests as required.
• Address and resolve basic incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.
• Contribute to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.
• Demonstrate consistent and proper use of ticketing system
• Identify and make recommendations to implement customer support best practices.
• Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.

Qualifications
Required

• High school diploma or GED
• At least 1 year of IT support experience in a professional services environment including use of a ticketing system
• Customer focused skills to include active listening skills, ability to interpret IT related issues from the client as well as communicate resolutions/troubleshooting tasks to the client
• Demonstrated ability to develop clear, concise and professional written communication (via work instructions or emails).
• Thorough knowledge and troubleshooting of PC hardware and peripherals
• Organizational skills to balance and prioritize work
• Ability and willingness to quickly learn new skills
• Ability to handle confidential information responsibly and exhibit sound judgment with maintaining the at confidentiality
• Efficient and accurate typing skills to ensure quick and accurate entry of service request details

Preferred

• Associates or Bachelor’s degree
• MCP, ITIL, CompTIA certifications

Expectations

• MCP certification in desktop Operating System software required within the first six months of employment
• Ability and willingness to participate in an alternate work schedule which might include non-traditional hours (i.e. shifts) or workdays (i.e. more than 8 hours per day or less than 5 days per week) ​
• This job operates in a professional office environment. The ability to remain in a stationary position for continuous periods as well as the ability to move about the office (attending meetings, accessing files/storage, office equipment, computers and other office productivity devices, etc.) is required.
• The ability to position self to maintain equipment, including under tables and desks is required. No heavy lifting is expected, though occasional exertion of about 25 lbs. of force (e.g., picking up and carrying computer equipment) may be required.
• The ability to frequently communicate with internal, external and executive personnel and exchange accurate information is required.

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.

All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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