Service Desk Technician

Service Desk Technician at Netsmart

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.
• 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

Required

• 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

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

Expectations

• 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)
• 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.
• 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.

Key skills/competency

• IT Support
• Customer Service
• Ticketing Systems
• Troubleshooting
• PC Hardware
• Client Communication
• Incident Management
• Problem Resolution
• Documentation
• Organizational Skills