Service Desk Technician - Teir 1 support

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.

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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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