Tier II Help Desk Technician

The Tier II Help Desk Technician is responsible for the full range of remote support to the SFM end user. Support includes software, hardware, handheld devices and provides on-site support to end users on a variety of issues. Responds to tickets escalated from Tier I. Successfully manage assigned ticket to closure, diagnoses and troubleshoots end user desktop application issues and provides appropriate solution, follow-up with end users to provide status updates. Identifying tickets that need to be escalated to higher level technicians in other IT departments or vendor support.

• Help mentor and train Tier 1 position.
• Maintain accurate documentation with 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 gatekeeper between Help Desk team and other IT technical teams.
• Troubleshoot escalated issues from Tier I and guide to appropriate departments.
• Improve customer service, perception, and satisfaction.
• Efficient turnaround times of customer requests.
• Ability to work in a team and communicate effectively.

• Work with the IT Help Desk Manager to ensure requests are routed to the proper resource.
• Answer Helpdesk service tickets and emails.
• Responsible for entering time and notes accurately.
• Implements Saint Francis Ministries policies and follow 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.
• Knowledgeable of and follows all safety procedures.
• Reports unusual incidents through appropriate Risk Management, clinical and safety channels.
• Ensures clients’ rights are protected.
• Troubleshoot various VPN issues.

Work Environment:

• This position operates in a hybrid work environment, combining on-site and remote work.

• Associate or bachelor’s Degree or related technical experience
• IT based certificates preferred (Microsoft, A+, ITIL)
• 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