IT Help Desk Analyst
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POST DATE 10/11/2017
END DATE 1/18/2018
JOB DESCRIPTIONNetsmart is healthcare s largest human services and integrated care technology provider. Netsmart technology platforms and expertise are integral to the delivery of outcomes-based services and care to more than 25 million persons nationwide. Netsmart serves more than 500,000 users in more than 24,000 organizations across all 50 states. Netsmart client communities include behavioral health, addiction treatment, intellectual and developmental disabilities, child and family services, public health, home health, hospice and palliative care, private duty and vital records.
We became the industry leader through the creation of cutting edge software solutions to meet our client s needs. This level of creation and product evolution is only made possible by assembling a team of the best and the brightest technical talent in the industry. Do you have what it takes to join us on this journey*
The IT Help Desk Analyst I is the first line of contact for clients experiencing issues with installation, configuration, operation and management of Netsmart Managed Services. They are the face of Netsmart and must be passionate about helping our clients solve problems with a sense of urgency.
A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills.
Essential Duties and Responsibilities:
Understands customer support, likes to work with people and can ensure that the customer is satisfied. Continually improve customer service, perception and satisfaction.Manages all incidents and requests and communicates with clients to ensure that work is completed to their satisfaction. Exceed SLA guarantees with Netsmart clients.
Strong Team Player, excellent communication skills, builds strong relationships with co-workers by working across organizational boundaries to resolve customer incidents and requests.
Identifies, evaluates, promotes, and implements customer support best practices.
Assist co-workers and other teams as available
Address and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.
Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.
Troubleshoots in a high level systematic way. Ability to identify symptoms and research causes.
Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
Remotely assist clients with support needs
Ability to troubleshoot and remove Virus and Malware issues
Ability to configure and troubleshoot Network printers
Has strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 7 and 10, the Office suite, and O365.
Understands file and share permissions, drive mappings, and offline files
Understands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, and command line tools.
Understands Active Directory user and email management: reset password, unlock account, creating mailboxes and user accounts, group policy, security and distribution groups, and spam troubleshooting.
Ability to recovery data and email
Ability to troubleshoot and configure basic computer issues, device encryption, Internet browser
Understands smartphone and hotspot support
Understands virtual environment concepts
MCP certification in desktop Operating System software required within the first six months of employment.
HDI, MCP, ITIL, CompTIA certifications, a plus
Two year degree or minimum of 1 year of IT support and Customer Service experience in a professional services environment.
Experience of working with ticketing systems.
Typing skills to ensure quick and accurate entry of service request details
Verbal and Written skills to probe, coach, interpret, and communicate technical info
Ability and willingness to quickly learn new skills
Highly responsible, self-motivated/drive, flexible, and able to work with minimal supervision
Excellent organizational and follow up skills
Maintain a positive attitude
Ethical, fair and of high integrity