Service Desk Technician – Solution Support

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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Netsmart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1973

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

Healthcare Insurance • SaaS • Artificial Intelligence

Netsmart is a leading provider of comprehensive EHR solutions tailored for a wide range of care settings, especially in behavioral health, addiction treatment, autism, geriatrics, and intellectual and developmental disabilities. The company offers a range of software products that streamline operations, enhance care coordination, and promote value-based care across healthcare communities. In addition to EHRs, Netsmart provides technology solutions for care coordination, telehealth, population health management, and revenue cycle management, aiming to support the delivery of integrated and person-centered care. Their solutions are used in a variety of sectors including human services, post-acute care, and public health, making Netsmart a significant player in the healthcare technology industry.

📋 Description

• 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