Desktop Support Technician- Onsite Overland Park, KS

Netsmart Technologies • Overland Park, KS

19d • Onsite

About The Position

Responsible for end user support for basic and routine hardware and software requests. Overview: We’re looking for a detail-oriented and customer-focused Help Desk Support Specialist to join our team. This role is primarily focused on resolving technical issues through our ticketing system, ensuring timely and accurate support for internal users. If you enjoy troubleshooting, documenting solutions, and improving processes, this is the role for you!

Requirements

• High school diploma or GED
• Experience using a ticketing system
• Strong typing skills for quick and accurate data entry
• Excellent organizational and follow-up abilities

Nice To Haves

• Associate’s degree
• Prior IT support experience in a professional environment
• Basic networking knowledge (e.g., troubleshooting connectivity, DHCP, DNS; familiarity with tools like PING, IPCONFIG, NSLOOKUP, TRACERT)
• Proficiency with Microsoft Windows 10 and Office applications (Outlook, Word, Excel, PowerPoint); Office 365 experience is a plus

Responsibilities

• Resolve technical issues via ticketing system : Address and resolve routine incidents and service requests with accuracy and efficiency.
• Ensure quality documentation : Enter clear, detailed information into tickets, capturing all relevant data for tracking and reporting.
• Follow through on every ticket : Complete follow-up actions and ensure resolutions meet user expectations.
• Build knowledge resources : Contribute to self-help articles and documentation for common issues, resolutions, and workarounds.
• Apply best practices in support : Deliver exceptional customer service while adhering to established support standards.
• Troubleshoot systematically : Diagnose issues using structured problem-solving techniques.
• Expand technical knowledge : Stay current on corporate products and tools to improve first-contact resolution rates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees