Service Desk Technician - (Remote)

You have a knack for fixing computers and are always looked at by your family and friends as the go-to for tech support. This love and passion has grown into a career and you now provide support for internal and external users.

Take your career to the next level and join a high-growth company that would provide stability and career advancement.

As a Service Desk Technician, you will be responsible for being the first line of contact for clients experiencing issues with installation, configuration, operation, and management of Netsmart Managed Services.

Responsibilities

• Manage incidents and requests; communicate with clients to ensure that work is completed to their satisfaction.
• Identify and make recommendations to implement customer support best practices.
• Escalate service requests as required.
• Demonstrate consistent and proper use of ticketing system
• Contribute to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.
• Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
• 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.

Qualifications

Required

• Ability and willingness to quickly learn new skills
• Ability to handle confidential information responsibly and exhibit sound judgment with maintaining the at confidentiality
• Demonstrated ability to develop clear, concise and professional written communication (via work instructions or emails).
• Organizational skills to balance and prioritize work
• At least 1 year of IT support experience in a professional services environment including use of a ticketing system
• Thorough knowledge and troubleshooting of PC hardware and peripherals
• High school diploma or GED
• Efficient and accurate typing skills to ensure quick and accurate entry of service request details
• 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

Preferred

• Associates or Bachelor’s degree
• MCP, ITIL, CompTIA certifications

Expectations

• The ability to position self to maintain equipment, including under tables and desks is required. No heavy lifting is expected, though occasional exertion of about 25 lbs. of force (e.g., picking up and carrying computer equipment) may be required.
• The ability to frequently communicate with internal, external and executive personnel and exchange accurate information is required.
• This job operates in a professional office environment. The ability to remain in a stationary position for continuous periods as well as the ability to move about the office (attending meetings, accessing files/storage, office equipment, computers and other office productivity devices, etc.) is required.
• 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)
• MCP certification in desktop Operating System software required within the first six months of employment

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.

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