Tier II Help Desk Technician

Saint Francis Ministries•Salina, KS

13h•Hybrid

About The Position

The Tier II Help Desk Technician is responsible for providing comprehensive remote support to SFM end users, addressing issues related to software, hardware, and handheld devices. This role also involves providing on-site support and responding to tickets escalated from Tier I. The technician will manage assigned tickets to closure, diagnose and troubleshoot end-user desktop application issues, provide solutions, and follow up with users for status updates. Additionally, they will identify tickets requiring escalation to higher-level technicians or vendor support.

Requirements

Associate or bachelor’s Degree or related technical experience
2 years as a Tier II Help Desk position or related IT Experience
Required 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
Lifting requirement of 25 lbs.
Must have a valid driver’s license, acceptable driving record and reliable transportation

Nice To Haves

IT based certificates preferred (Microsoft, A+, ITIL)

Responsibilities

Mentor and train Tier 1 positions.
Maintain accurate documentation of all interactions with end users.
Efficiently schedule technical resources when on-site work is required.
Manage on-site technical resources’ schedule and set proper client expectations.
Serve as a gatekeeper between the Help Desk team and other IT technical teams.
Troubleshoot escalated issues from Tier I and guide them to appropriate departments.
Improve customer service, perception, and satisfaction.
Ensure efficient turnaround times for customer requests.
Work effectively in a team and communicate effectively.
Collaborate with the IT Help Desk Manager to ensure requests are routed to the proper resource.
Answer Helpdesk service tickets and emails.
Accurately enter time and notes.
Implement Saint Francis Ministries policies and follow directives as required.
Adhere 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.
Follow all safety procedures.
Report unusual incidents through appropriate Risk Management, clinical and safety channels.
Ensure clients’ rights are protected.
Troubleshoot various VPN issues.