Service Desk Technician

Netsmart

. Serve as the first line of contact for clients experiencing issues with installation, configuration, operation, and management of Netsmart Managed Services .

Posted 10/7/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong IT support capabilities with a focus on customer service, effective communication, and problem resolution. Proficient in managing incidents through a ticketing system while maintaining high productivity and accuracy.

Highest-signal resume keywords

IT Support ExperienceTicketing System ProficiencyMCP CertificationPC Hardware TroubleshootingCustomer Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

IT SupportTroubleshootingIncident ManagementData EntryAnalytical Problem SolvingTyping SkillsDocumentationSelf-Help Knowledge Base ContributionPrioritizationConfidential Information Handling

Soft Skills

Active ListeningClient CommunicationOrganizational SkillsSound JudgmentProfessional Written Communication

Tools & Technologies

Ticketing SystemPC HardwarePeripherals

Certifications & Qualifications

MCP CertificationITIL CertificationCompTIA Certification

Industry Keywords

Professional ServicesCustomer Support Best PracticesHigh-Volume ProductivityConfidential Information

About the role

Key responsibilities & impact

Serve as the first line of contact for clients experiencing issues with installation, configuration, operation, and management of Netsmart Managed Services
Manage incidents and requests and communicate with clients to ensure work is completed satisfactorily
Escalate service requests as required
Address and resolve basic incidents and requests
Enter quality information into tickets and accurately capture data
Complete follow-up and follow-through on all tickets
Contribute to self-help knowledge bases
Document typical requests and incidents, resolutions, and workaround procedures
Use the ticketing system consistently and properly
Identify and recommend customer support best practices
Balance high-volume productivity demands with analytical troubleshooting and problem resolution
Work 12-hour shifts from 9:00 am to 9:00 pm ET according to the specified rotating schedule

Requirements

What you’ll need

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 active listening and client communication skills
Ability to interpret IT-related issues and communicate resolutions and troubleshooting tasks
Clear, concise, and professional written communication skills
Thorough knowledge of and troubleshooting experience with 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 exercise sound judgment
Efficient and accurate typing skills
MCP certification in desktop Operating System software required within the first six months of employment
Ability and willingness to participate in alternate work schedules and non-traditional hours or workdays
Preferred: Associate or Bachelor’s degree
Preferred: MCP, ITIL, or CompTIA certifications
Ability to remain stationary for continuous periods and move about a professional office environment
Ability to position self to maintain equipment, including under tables and desks
Occasional ability to exert approximately 25 lbs. of force
Ability to frequently communicate with internal, external, and executive personnel
Must be legally authorized to work in the United States
Must successfully complete a post-offer pre-employment background check and drug screen

Benefits

Comp & perks

Pre-employment background check and drug screen provided at Netsmart’s sole expense
Equal employment and advancement opportunities
Healthy and safe workplace
12-hour shift schedule with 5 days on/5 days off, followed by 5 days on/5 days off, then 4 days on/4 days off