Service Desk Technician – Solution Support
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Job Description
First line contact for clients experiencing issues with Netsmart solutions. Managing incidents and requests, ensuring satisfaction and efficient resolution of issues.
Responsibilities:
- Responsible for being the first line of contact for clients experiencing issues with installation, configuration, operation and management of Netsmart solutions
- 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
Requirements:
- High school diploma or GED
- At least 1 year of 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 confidentiality
- Efficient and accurate typing skills to ensure quick and accurate entry of service request details
- 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)
Benefits:
- Equal employment and advancement opportunities to all individuals
- Diversity and inclusion environment
- Commitment to a drug-free workplace
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