Service Desk Technician - Application Support

Netsmart Technologies, Inc.; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Active listening

Customer focus

Written communication

Typing speed

Organizational skills

Ability to learn quickly

Data confidentiality

Education

High school diploma or GED

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

Tools

Ticketing system

Job description

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.

Qualifications

• 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
• Preferred Associate's or Bachelor’s degree MCP, ITIL, CompTIA certifications

Expectations

• 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) The ability to frequently communicate with internal, external and executive personnel and exchange accurate information is required.

#LI-GB1 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.

All applicants for employment must be legally authorized to work in the United States.

Netsmart does not provide work visa sponsorship for this position.

Netsmart's Job Applicant Privacy Notice may be found here.

Have you ever been to a doctor’s office and submitted your information electronically? Had a telehealth video visit with a therapist? Or scheduled a follow-up visit with your provider through a mobile app? These are just a few examples of how you may have used healthcare technology software in your life as a consumer.

Many people view the operating system of healthcare as the electronic health record, but at Netsmart we have a comprehensive platform of solutions and services we offer for our clients.

At Netsmart, we provide our post-acute and human services clients with advanced technology to better serve the individuals and patients in their care.

Our 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.

Netsmart is focused on providing a candidate experience that mirrors our associate experience.

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We are proud to be named one of Ingram’s Best Companies to Work For.

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 [e-mail] for assistance.

US Applicants: Learn more about your EEO rights under the law (en Español).

Netsmart’s Affactive Action Plan is available for review by contacting [e-mail].

Netsmart participates in E-Verify and adheres to the Fair Labor Standard Act.

Learn more about how Netsmart is changing the face of healthcare today.

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