Service Desk Technician - Solution Support (remote)

Netsmart • North Little Rock, AR

1d • Remote

About The Position

Responsible for being the first line of contact for clients experiencing issues with installation, configuration, operation and management of Netsmart solutions. This role involves managing incidents and requests, communicating with clients to ensure satisfaction, and escalating service requests as needed. The technician will address and resolve basic incidents and requests, ensuring quality data entry into tickets, and completing follow-up actions. A key part of the role is contributing to self-help knowledge bases by documenting typical requests, incidents, resolutions, and work-around procedures. The position requires consistent and proper use of the ticketing system and identifying opportunities to implement customer support best practices. The role demands balancing high volume productivity with analytical troubleshooting and problem resolution.

Requirements

• High school diploma or GED
• At least 1 year of 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
• All applicants for employment must be legally authorized to work in the United States
• Netsmart does not provide work visa sponsorship for this position

Nice To Haves

• Associates or Bachelor’s degree
• 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)

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

Benefits

• 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.
• Netsmart's Job Applicant Privacy Notice may be found here.
• If you require accessibility assistance or accommodation for a disability when navigating our website or completing the application process, please contact 1-800-842-1973, option 4 or [email protected] for assistance.
• US Applicants: Learn more about your EEO rights under the law (en Español).
• Netsmart’s Affirmative Action Plan is available for review by contacting [email protected].
• Netsmart participates in E-Verify and adheres to the Fair Labor Standard Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED