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# IT Tier II - Help Desk

- **Company:** Saint Francis Ministries
- **Location:** Salina, KS, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Software Applications, Virtual Private Networks (VPN), Information Technology
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1d573c758784ce20

## About the Role

* 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

## Description

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.


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