Step into an exciting role as a Service Desk Technician at Netsmart, where you'll be at the forefront of delivering top-notch Tier 1 support. You'll handle customer inquiries with professionalism and efficiency, ensuring their technical issues are resolved promptly. By documenting solutions and updating the knowledge base, you'll contribute to a smoother support process for everyone. Netsmart provides a supportive environment that encourages continuous learning and growth, making it an ideal place to advance your technical support career. Embrace this opportunity to work with cutting-edge technology and be part of a team that values excellence and innovation.

Responsibilities

Respond to customer inquiries via phone, email, or chat, and resolving basic technical issues.
Log all customer interactions and solutions in the help desk ticketing system.
Escalate issues to higher-level support teams when necessary.
Document solutions to common issues and update the knowledge base to help streamline future support efforts.
Ensure a high level of customer satisfaction by providing timely and effective support.
Assist customers with setting up and configuring their systems and applications.
Stay updated with the latest technology trends and support techniques.
Participate in alternate work schedules which may include non-traditional hours (i.e. shifts) or workdays (i.e. more than 8 hours per day or less than 5 days per week) when necessary.

Qualifications

Required

Associate degree or equivalent relevant work experience
Excellent communication and customer service skills
Strong problem-solving and analytical abilities
Patience and the ability to work under pressure
Written and verbal communication skills
Strong documentation and data gathering skills
Basic understanding of operating systems
Basic understanding of PC hardware and peripherals
Basic understanding of networking fundamentals
Familiarity with common software applications and troubleshooting techniques
Good typing skills to help ensure accurate and timely support

Preferred

At least one year of custom service or technical support experience
Healthcare solution support experience

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

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All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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