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.
- 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.
- Any Secondary Education, certification accomplishments, and customer service experience preferrred with desires to continue with educational advancements.
- One year work experiences within customer service, hlep 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
- Lifting requirement of 50 lbs.
- Must have a valid driver’s license, acceptable driving record and reliable transportation
Skills Required
- Knowledge of Microsoft core business applications and Windows operating systems
- Experience with Active Directory (user account management)
- Experience supporting VPN and Terminal Services
- Familiarity with remote monitoring and management (RMM) systems
- Ability to troubleshoot printers, servers, and networks at a basic level
- Ability to work in a team and communicate effectively
- Enter time and notes accurately and follow SOPs and safety procedures
- Must be 21 years of age
- Must pass a drug screen, MVR, KBI, Child Abuse and Neglect Central Registry Clearance, Adult Registry Check
- FBI fingerprint check
- Lifting requirement of 50 lbs
- Valid driver's license, acceptable driving record, and reliable transportation
- Secondary education, certifications, and customer service experience
- One year work experience in customer service, help desk, or IT field
What We Do
SFM is a people-first company of curious thinkers, problem-solvers, and creators specializing in AV and technology. They foster a collaborative, inclusive, and growth-focused environment where employees are empowered to grow. Known for a supportive community and a culture of innovation, SFM offers a unique workplace experience that includes a 4-day work week, hybrid work options, and professional development opportunities.
