Help Desk Tier I

Tier I Help Desk Technician

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.

Responsibilities include:

• 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.

Preferred qualifications:

• Any Secondary Education, certification accomplishments, and customer service experience preferred with desires to continue with educational advancements.
• 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
• Lifting requirement of 50 lbs.
• Must have a valid driver's license, acceptable driving record and reliable transportation