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
Skills Required
- Must be 21 years of age
- Must pass drug screen, MVR, KBI, Child Abuse and Neglect Central Registry and Adult Registry checks
- FBI fingerprint check required
- Valid drivers license, acceptable driving record and reliable transportation
- Lifting requirement of 25 lbs.
- Troubleshoot various VPN issues
- Provide remote and on-site support for software, hardware, handheld devices and desktop applications
- Answer helpdesk service tickets and emails; enter time and notes accurately
- Help mentor and train Tier I staff
- Associate or bachelors degree or related technical experience
- IT certifications preferred (Microsoft, A+, ITIL)
- 2 years as a Tier II Help Desk or related IT experience
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.
