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 9/24/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer-focused skills with the ability to troubleshoot IT issues effectively while managing high-volume productivity demands. Proficient in documenting incidents and resolutions, utilizing ticketing systems, and maintaining clear communication with clients.

Highest-signal resume keywords

IT Support ExperienceMCP CertificationTicketing System ProficiencyPC Hardware TroubleshootingCustomer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportTroubleshootingPC HardwareTicketing SystemData EntryAnalytical Problem SolvingDocumentationTyping SkillsIncident ManagementConfiguration Management

Soft Skills

Active ListeningOrganizational SkillsClear CommunicationJudgmentAdaptability

Certifications & Qualifications

MCP CertificationITIL CertificationCompTIA Certification

Industry Keywords

Managed ServicesProfessional ServicesCustomer SupportSelf-Help Knowledge BaseConfidential Information Handling

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 satisfactory completion
Escalate service requests as required
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, 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

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 skills, including active listening and ability to interpret IT issues and communicate resolutions/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 an alternate work schedule, including non-traditional hours or workdays
Ability to remain stationary for continuous periods and move about a professional office environment
Ability to position self to maintain equipment under tables and desks
Ability to occasionally exert approximately 25 lbs. of force
Ability to frequently communicate with internal, external, and executive personnel
All applicants must be legally authorized to work in the United States
Netsmart does not provide work visa sponsorship for this position
Preferred: Associate or Bachelor’s degree
Preferred: MCP, ITIL, or CompTIA certifications

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
Drug-free workplace