The Church Of Jesus Christ Latter-Day Saints Salt Lake City , UT 84101
Posted 2 weeks ago
The Global Services Department's purpose is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. The Global Tech Support Specialist supports a wide range of desktops, laptops, tablets, smartphones, software, operating systems, and policies and procedures for The Church of Jesus Christ of Latter-day Saints. This role serves as the initial point of contact as well as an escalation point for Global Tech Support representatives. This person gathers and analyzes information about the user's issue to answer intermediate to difficult questions about installation, operation, configuration, policies, procedures, and usage of assigned products to determine the best way to resolve their problem. The person in this role is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone, email, and electronic messages.
Learn more about the GSD HERE!
The shift hours for this position is 11:00 pm - 8:00 am.
Under current hybrid working arrangements, the person in this position will be required to work in our Salt Lake City office once a week (as designated by division) or more depending on business needs.
High School Diploma or equivalent required
Associate degree or technical institute degree/certificate in Computer Science, Information Systems, Business or any combination of related education or experience up to a minimum of 2 years required.
A+, MCP, Dell or other industry identified certifications are preferred
Fluency in English required with Portuguese preferred
Advanced knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
Understanding of Active Directory to unlock and reset passwords
Proficient with troubleshooting all Windows Operating systems
Ability to communicate clearly and professionally, both verbally and in writing
Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues
Acts as initial point of contact and escalation for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures
Provides technical support of hardware, systems, sub-systems and/or applications
Handles escalated issues from Global Tech Support representatives
Assists with navigating around application menus, may be required to remote into customer's computer
Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
Offers alternative solutions where appropriate
Records all customer contact information in CRM system
Escalates the most complex problems to the Product Managers/Engineers
Performs work under limited supervision
Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord's work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings- giving Church members places to worship, teach, learn, and receive sacred ordinances-our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.
Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.
The Church Of Jesus Christ Latter-Day Saints