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Help Desk Application Support - EMR(Remote) in Overland Park, KS at Netsmart

Date Posted: 3/28/2018

Job Snapshot

Job Description

Company Overview:

Netsmart 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?

Job Summary

The Help Desk Application Support role will be the first line of contact for clients experiencing issues with installation, configuration, operation and management of IT systems and applications. They are the “face of Netsmart” and must be passionate about helping our clients solve problems with a sense of urgency.

This position is focused on helping the client use the tools within the solution to the best of their capabilities and functionality. The ideal candidate will possess good customer service skills, desktop support and/or service delivery experience and experience with the Netsmart CareRecords (specifically Avatar and Evolv).  

Essential Duties and Responsibilities

  • Understands customer support best practices, 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.
  • 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
  • Maintain confidentiality for all company, employee and client information by ensuring compliance to HIPAA guidelines and privacy policies in regards to client and employee information as well as ensuring documentation and computer systems are maintained in a confidential manner.
  • Utilizes knowledge of the solution workflows, capabilities, and navigation through options to field basic inquiries.  Will review of treatment plans, orphaned areas within the solution, or navigation within the solution to assist.
  • Troubleshoot when clients are not able to advance or submit workflows and work with users to correct the issues such as completing fields, deleting areas, etc.
  • May assist with creation or maintenance of staff profiles and researching workflows and correcting any profile issues.
  • Will be the primary resource for more advanced application inquiries such as questions regarding deleting clients, rerouting services or billing corrections based upon more advance functions. 
  • Researches service entries or tasks that need updated or functionality turned on within the solution.
  • Assist clients with ensuring services or abilities within the tool are applicable by using knowledge of the health and human services fields 
  • Completes troubleshooting within finance modules to include research on payments, correctly completed fields/screens, billing, where services have been billed, program modifiers, effective dates, contract rates, billing profiles etc.
  • Stay up-to-date with technical developments of operational importance to the company and to participate in developing or setting standards as directed.
  • 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.
  • Minimum 2 years of technical troubleshooting or support experience 
  • Familiarity with Netsmart CareRecords (Evolv or Avatar) from a client or solution support and or development perspective.
  • Previous knowledge with various databases and EMRs.
  • 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