GSD Global Support Specialist - Mission Support Team

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

2d•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 product usage to determine appropriate resolutions. The specialist responds accurately and promptly to customer inquiries by phone, email, and electronic messages. The Alternative Working Arrangement for this position requires working in the office at least one day per week and more often as business needs require, so the employee must live nearby. This arrangement is subject to ongoing approval.

Requirements

High school diploma or equivalent.
An associate degree or technical institute degree/certificate in Computer Science, Information Systems, or Business, or a combination of related education and experience totaling at least two years.
Advanced knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, connectivity issues, locating IP or TCP/IP addresses, VPN software, and support for 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 live close enough to work in the office at least one day per week and more often as business needs require.

Nice To Haves

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

Responsibilities

Act as an initial point of contact and escalation point 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.
Handle issues escalated by Global Tech Support representatives.
Assist customers with navigating application menus and, when required, remotely access customers' computers.
Troubleshoot network connectivity issues, including working with remote employees on 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 customer contact information in the CRM system.
Escalate the most complex problems to Product Managers or Engineers.
Perform work under limited supervision.