Desktop Support Technician(Onsite- Overland Park, KS)

Netsmart Technologies • Overland Park, KS

249d

About The Position

Responsible for end user support for basic and routine hardware and software requests. The position involves addressing and resolving basic and routine incidents and requests, entering quality information into tickets, and appropriately capturing data. The role also requires completing follow-up and follow-through on all tickets, contributing to self-help knowledge bases, and documenting typical requests and incidents, resolutions, and work-around procedures. Implementing customer support best practices and troubleshooting issues in a high-level systematic way are also key responsibilities. The candidate is expected to grow their knowledge of current corporate products to increase their ability to resolve tickets on first contact.

Requirements

• High school diploma or GED
• Experience with ticketing system
• Typing skills to ensure quick and accurate entry of service request details
• Excellent organizational and follow-up skills

Nice To Haves

• Associate's degree
• Experience in IT support in a professional services environment
• Knowledge of basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT
• Knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 10, Outlook, Word, Excel, and Power Point
• Office365 experience a plus

Responsibilities

• Address and resolve basic and routine 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 document typical requests and incidents, resolutions, and work-around procedures
• Implement customer support best practices
• Troubleshoot issues in a high-level systematic way
• Grow knowledge of current corporate products to increase ability to resolve tickets on first contact

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED