Service Desk Technician

Netsmart • North Little Rock, AR

1d • Onsite

About The Position

Responsible for being the first line of contact for clients experiencing issues with installation, configuration, operation and management of Netsmart Managed Services. Netsmart provides our post-acute and human services clients with advanced technology to better serve the individuals and patients in their care. The Netsmart team is vision driven, cause connected and passionate about opportunity. A combination of inspiration through our client work paired with the ability to innovate and explore fuels the success of our associates and company as a whole.

Requirements

• 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
• 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
• MCP, ITIL, CompTIA certifications
• 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)

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 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees