Service Desk Technician - Application Support

In this role, you will partner with clients to keep their Netsmart solutions performing at their best. In this application support role, you’ll troubleshoot and resolve complex application issues, support configuration and functionality, and take ownership of challenges through resolution. You’ll combine technical problem-solving with strong client partnership to help ensure clients get the most from their 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.

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/troubleshootin