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Solution Support Analyst I(Night Shift) in Overland Park, KS at Netsmart

Date Posted: 1/10/2019

Job Snapshot

Job Description


The primary purpose of this role is to provide higher-level technical support to our clients via the telephone and/or Internet (e.g., web portal, email). The Software Support Analyst will assess the nature of reported system or service issues and resolve technical or sophisticated application problems. The Support Analyst will maintain a log of system issues and convey client feedback to Support team leadership.


  • Interact with clients to help troubleshoot and resolve complex technical application problems or issues
  • Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality and bugs/enhancements
  • Track and document inbound support requests and ensure proper notation of client problems or issues
  • Document problems and solutions to train lower-level support on how to properly address client or product problems
  • Communicate with product development and engineering departments to improve on current design or to identify possible problems with design
  • Stay abreast of current technology in solutions, design changes, and new solutions offered
  • Other duties as assigned
  • Must be willing to work the night shift



  • Requires a Bachelor’s degree in Computer Information Systems or Computer Science or equivalent combination of experience and education

Specialized skills and knowledge

  • Crystal Reports/SQL
  • Familiarity with healthcare management/claims/processes a plus.

Skills and Abilities:

PC Skills

  • Microsoft Word – beginner level
  • Microsoft Excel – beginner level
  • Microsoft PowerPoint – beginner level
  • Microsoft Outlook – beginner level, preferred
  • Microsoft Project – beginner level, preferred
  • Microsoft Exchange – beginner level, preferred

Netsmart provides equal employment and advancement opportunities to all individuals. Employment decisions at Netsmart will be based on performance, qualifications, abilities, education and experience.  Netsmart does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Netsmart complies with any applicable state and local laws governing nondiscrimination in employment.