Help Desk Tier I

Saint Francis Ministries•Salina, KS

About The Position

The Tier I Help Desk Technician is a key member of the Service/Support Team. This level should gather as much information as possible from the end user. They are responsible for handling first level support service requests in a professional and timely manner. This position applies to a broad range of technology, to include but not limited to: workstations (setups, application installs, active directory) basic knowledge of printers, servers, networks, and vendor liaison assistance hardware and software with a focus on Microsoft.

Requirements

One year work experiences within customer service, help desk or IT Field.
Must be 21 years of age.
Must pass a drug screen, MVR, KBI, Child Abuse and Neglect Central Registry Clearance check and an Adult Registry Check
FBI Fingerprint check
Must have a valid driver’s license, acceptable driving record and reliable transportation

Nice To Haves

Any Secondary Education, certification accomplishments, and customer service experience preferred with desires to continue with educational advancements.

Responsibilities

IT support relating to technical issues involving Microsoft’s core business applications, and operating systems.
Basic remote access solution implementation and support: VPN, and terminal services
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
System documentation maintenance and review
Train end-users how to setup and use new technologies.
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests
Ability to work in a team and communicate effectively.
Work with the IT Help Desk Manager/Dispatch to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Answer phones when applicable and create service tickets.
Escalate service requests that require engineer level support.
Responsible for entering time and notes in accurately.
Implements Saint Francis Ministries policies and follows directives as required. Follows and adheres to all pertinent Saint Francis Ministries Standard Operating Procedures (SOP’s), rules, personnel policies, and procedures; related accreditation and licensure standards; and federal, state and local rules, statutes, regulations, and contractual terms.
Is knowledgeable of and follows all safety procedures.
Reports unusual incidents through appropriate Risk Management, clinical and safety channels.
Ensures clients’ rights are protected.