GSD Global Support Specialist - Mission Support Team

The Church of Jesus Christ of Latter-day Saints•Riverton, UT

3d•Hybrid

About The Position

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. The role serves as both an initial point of contact and an escalation point for Global Tech Support representatives. The specialist gathers and analyzes information about user issues and answers intermediate to difficult questions about installation, operation, configuration, policies, procedures, and use of assigned products. The specialist responds to customer inquiries accurately and promptly through phone, email, and electronic messages. The Alternative Working Arrangement requires working in the office at least one day per week and more often as business needs require. The employee must live close enough to meet this requirement. The arrangement is subject to ongoing approval. Church employment is limited to members who are worthy of a temple recommend. The Church is an equal opportunity employer and provides reasonable accommodations for qualified individuals with known disabilities.

Requirements

High school diploma or equivalent.
An associate degree or technical institute degree/certificate in Computer Science, Information Systems, Business, or a combination of related education or experience meeting a minimum of two years.
Advanced knowledge of computer hardware, Church meetinghouse technology, and network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, and supporting remote users.
Understanding of Active Directory for unlocking accounts and resetting passwords.
Proficiency troubleshooting all Windows operating systems.
Ability to communicate clearly and professionally, verbally and in writing.
Outstanding customer service skills, including the ability to empathize and professionally troubleshoot and resolve customer issues.
Must be a Church member worthy of a temple recommend.
Must live close enough to work in the office at least one day per week and as business needs require.

Nice To Haves

A+, MCP, Dell, or other industry-identified certifications.

Responsibilities

Acts as an initial point of contact and escalation point for customers via telephone, email, or live chat, providing technical support for hardware, systems, subsystems, applications, policies, and procedures.
Provides technical support for hardware, systems, subsystems, and applications.
Handles escalated issues from Global Tech Support representatives.
Assists customers with navigating application menus and may remotely access a customer's computer.
Troubleshoots network connectivity issues, including working with remote employees on corporate or Local Unit networks.
Develops and sustains productive customer relationships, prioritizing customers and their needs.
Offers alternative solutions where appropriate.
Records customer contact information in the CRM system.
Escalates the most complex problems to Product Managers or Engineers.
Performs work under limited supervision.