GSD Global Support Tech Generalist, IT Support, English with Spanish Required

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

10h • Hybrid

About The Position

The Global Tech Support Generalist supports desktops, laptops, tablets, smartphones, software, operating systems, and policies and procedures for The Church of Jesus Christ of Latter-day Saints. As the initial point of contact, the role gathers and analyzes information about users’ issues, answers basic to intermediate technical questions, and identifies an appropriate resolution. The position responds accurately and promptly to customer inquiries by phone, email, and electronic messages.

This is a full-time, 40-hour-per-week position with hybrid working arrangements. The employee must work in the Riverton, Utah office at least once a week, or more often based on business needs, and must live close to the office. Hybrid arrangements require ongoing approval. Applicants must already be authorized to work in the United States without sponsorship and be willing to reside and work physically in Riverton, Utah.

Church employment is limited to members of the Church 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.
• Zero to two years of previous computer technical support experience.
• Fluency in reading, writing, and speaking both English and Spanish.
• Must live close to the Riverton, Utah office.
• Strong knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, 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 authorized to work in the United States without sponsorship and willing to reside and perform the work physically in Riverton, Utah.
• Must be a Church member worthy of a temple recommend.

Nice To Haves

• Associate degree or technical institute degree or certificate in Computer Science or Information Systems.

Responsibilities

• Act as the initial point of contact for customers by telephone, email, or live chat, providing technical support for hardware, systems, subsystems, applications, and policies and procedures.
• Provide technical support for hardware, systems, subsystems, and applications.
• Assist users with navigating application menus and, when required, remotely access their computers.
• Troubleshoot network connectivity issues, including for remote employees using corporate or Local Unit networks.
• Develop and sustain productive customer relationships, making customers and their needs a primary focus.
• Offer alternative solutions where appropriate.
• Record all customer contact information in the CRM system.
• Escalate more complex problems to the Global Tech Support Specialist when appropriate.
• Perform work under general supervision.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED