Hybrid Tier II Help Desk Technician: Remote & On-Site

sfmexternalcareers; Kansas; Hybrid; USD 42,000 - 62,000; Full time

Job summary

Saint Francis Ministries seeks a Tier II Help Desk Technician to deliver remote and on-site support for end users, addressing software, hardware, and VPN issues. You will mentor Tier I, document interactions, and coordinate on-site resources while liaising with other IT teams.

Requirements include a related degree or 2+ years in Tier II support, IT certificates preferred, and the ability to pass various background checks. Hybrid work environment with travel as needed.

Qualifications

• Associate or bachelor’s degree or related technical experience.
• IT certificates preferred (Microsoft, A+, ITIL).
• 2 years as a Tier II Help Desk or related IT experience.
• Must be 21+ and able to pass drug screen, background checks, and driving record checks.
• Valid driver’s license and reliable transportation.

Responsibilities

• Provide remote and on-site Tier II support, diagnosing and resolving desktop, software, and VPN issues.
• Mentor Tier I and document all end-user interactions.
• Schedule and manage on-site resources; coordinate with IT teams.
• Serve as a gatekeeper between Help Desk and other IT departments.
• Escalate issues appropriately; pursue timely resolutions and customer satisfaction.
• Follow Saint Francis Ministries SOPs, safety policies, and risk-management procedures.
• Enter time and notes accurately in the ticketing system.

Skills

Tier II Support

Remote Support

Customer Service

Education

Associate or Bachelor's Degree

Tools

Microsoft

A+

ITIL

Job description

Saint Francis Ministries seeks a Tier II Help Desk Technician to deliver remote and on-site support for end users, addressing software, hardware, and VPN issues. You will mentor Tier I, document interactions, and coordinate on-site resources while liaising with other IT teams.

Requirements include a related degree or 2+ years in Tier II support, IT certificates preferred, and the ability to pass various background checks. Hybrid work environment with travel as needed.