Customer-Focused IT Support & Ticketing Specialist

Netsmart; United States; À distance; USD 50 000 - 75 000; Plein temps

Résumé du poste

Netsmart in the United States is seeking an IT Support Associate to manage incidents and requests, communicate with clients to ensure satisfaction, and escalate issues as needed. You will contribute to self-help knowledge bases and ensure accurate ticket documentation.

You will balance high-volume productivity with analytical troubleshooting and maintain strong written and verbal communication with clients and internal teams. Experience with PC hardware and confidentiality is essential.

Qualifications

• High school diploma or GED is required.
• At least 1 year of IT support experience in a professional services environment.
• Customer-focused skills with active listening and clear client communication.
• Strong written communication for work instructions and emails.
• Thorough PC hardware knowledge and trouble-shooting.
• Preferred MCP, ITIL, CompTIA certifications.

Responsabilités

• Manage incidents and requests; communicate with clients to ensure work is completed to their satisfaction.
• Escalate service requests as required.
• Address and resolve basic incidents and requests; document details in tickets and follow up.
• Contribute to self-help knowledge bases and documents for typical requests and resolutions.
• Promote best practices in customer support and use of the ticketing system.
• Balance high-volume productivity with analytical troubleshooting and problem resolution.

Connaissances

Active listening

Customer focus

Written communication

Typing speed

Organizational skills

Ability to learn quickly

Data confidentiality

Formation

High school diploma or GED

Associate's or Bachelor's degree; MCP, ITIL, CompTIA certifications

Outils

Ticketing system

Description du poste

Netsmart in the United States is seeking an IT Support Associate to manage incidents and requests, communicate with clients to ensure satisfaction, and escalate issues as needed. You will contribute to self-help knowledge bases and ensure accurate ticket documentation.

You will balance high-volume productivity with analytical troubleshooting and maintain strong written and verbal communication with clients and internal teams. Experience with PC hardware and confidentiality is essential.