Job description
Responsible for end user support for intermediate hardware and software requests.
Responsibilities
- Address and resolve basic to intermediate incidents via phone support, chat support, ticket queue, and walk-up experience.
- Provide technical support in person and remotely for incoming requests related to computer systems, peripherals, software and hardware.
- Prepare laptops with the corporate standard OS and productivity applications, such as Office 365, and various stand-alone applications using Microsoft deployment automation tools.
- Document daily interactions along with issue details, troubleshooting notes, resolutions, and work-around procedures.
- Complete follow-up and follow-through on all assigned tickets.
- Create and contribute to self-help knowledge base articles.
- Troubleshoot and escalate issues according to standard operating procedures.
- May assist less-experienced team members.
- Grow knowledge of corporate products in order to increase ability to resolve tickets on first contact.
- Maintain SLA adherence for issue response and resolution on normal to urgent tickets.
Help produce positive survey response scores as part of maintaining excellent customer service.
- Help maintain a clean and organized work environment
Qualifications
Required
Required
- High school diploma or GED.
- At least 1-2 years of experience in an end user support or customer service role.
- At least 3-5 years of experience with infrastructure, end point, desktop and application support.
- Able to lift up to 50 pounds
- Able to sit, stand at or crawl under desks
- Able to move to different facilities as needed
- Required to read from text and computer screen over two-thirds of the day
- The ability to build partnerships and work collaboratively with others to meet shared objectives.
- The ability to demonstrate strong customer service skills.
- Excellent written and verbal communications skills.
- Computer skills including proficiency in Windows, Office Suites, O365 environment, and Active Directory.
- Attention to detail and effective time management skills are required.
- Ability to multitask and juggle multiple objectives
Preferred
- A+, Network+, and/or Microsoft Certified Professional Certification
- ITIL Foundations Certification
- Experience working in work tracking and automation tools such as ServiceNow
- Associate’s degree in a technical field
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. Additionally, a positive result for marijuana will not automatically disqualify a candidate from employment if the individual can provide a valid prescription for medicinal use issued in his or her state of residence. A prescription is required even in states where recreational use has been legalized.
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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