Desktop Support Technician

Overview:
We’re looking for a detail-oriented and customer-focused Help Desk Support Specialist to join our team. This role is primarily focused on resolving technical issues through our ticketing system, ensuring timely and accurate support for internal users. If you enjoy troubleshooting, documenting solutions, and improving processes, this is the role for you!

Key Responsibilities

• Resolve technical issues via ticketing system: Address and resolve routine incidents and service requests with accuracy and efficiency.
• Ensure quality documentation: Enter clear, detailed information into tickets, capturing all relevant data for tracking and reporting.
• Follow through on every ticket: Complete follow-up actions and ensure resolutions meet user expectations.
• Build knowledge resources: Contribute to self-help articles and documentation for common issues, resolutions, and workarounds.
• Apply best practices in support: Deliver exceptional customer service while adhering to established support standards.
• Troubleshoot systematically: Diagnose issues using structured problem-solving techniques.
• Expand technical knowledge: Stay current on corporate products and tools to improve first-contact resolution rates.

Required Qualifications

• High school diploma or GED
• Experience using a ticketing system
• Strong typing skills for quick and accurate data entry
• Excellent organizational and follow-up abilities

Preferred Qualifications

• Associate’s degree
• Prior IT support experience in a professional environment
• Basic networking knowledge (e.g., troubleshooting connectivity, DHCP, DNS; familiarity with tools like PING, IPCONFIG, NSLOOKUP, TRACERT)
• Proficiency with Microsoft Windows 11 and Office applications (Outlook, Word, Excel, PowerPoint); Office 365 experience is a plus

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.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.

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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