MTC Service Desk Support Specialist I

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

About The Position

The Service Desk Support Specialist I is an entry-level individual contributor in the Missionary Training Center (MTC) Technology department. The IT Service Desk is the single point of contact for technology issues and supports more than 6,000 users, primarily Provo MTC employees, volunteers, missionaries, and applicants, as well as employees at some international MTCs. The specialist represents customers and helps ensure their issues are addressed adequately and resolved in a timely manner. The position reports to a manager- or supervisor-level employee in the Technology department. The role supports the missionaries’ work of inviting others to come unto Christ. Church employees use their talents and abilities to further the Church’s work and seek innovative ways to share the gospel of Jesus Christ. Employment is limited to Church 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

In-depth knowledge of Word, Excel, PowerPoint, Outlook, and other applications.
Excellent writing skills and typing speed of 45 words per minute.
Ability to learn quickly and aptitude for learning computer-related concepts.
Detail-oriented, thorough, organized, and able to follow standard operating procedures.
Excellent customer service skills.
Ability to foster and work in a team environment.
Ability to solve problems appropriately and without assistance.
Ability to stand, walk, kneel, squat, stoop, push, pull, twist, bend, and perform repetitive movements for extended periods.
Ability to meet physical requirements that may include sitting for long periods and using monitors and equipment.
Must be a Church member worthy of a temple recommend.

Nice To Haves

Experience at the MTC IT Service Desk and familiarity with the systems and people supported.
Knowledge of and experience with Microsoft administration, including user accounts, Group Policies, and rights.
One year of experience using Altiris or other desktop management software.

Responsibilities

Receive and respond professionally to customer requests and questions through chat, email, phone, and web.
Create tickets in the incident management system and determine priority based on impact and urgency.
Become familiar with products and services offered by the IT department.
Perform initial troubleshooting and track incidents from beginning to end, ensuring prompt response and resolution.
Dispatch technical support representatives (TSRs) and coordinate work with other staff to resolve issues.
Follow up on incidents where the Service Level Agreement (SLA) has not been met.
Notify customers of global issues, such as server or application outages and system changes.
Respond appropriately to high-profile situations requiring extra care or speed.
Support mobile devices and Mac operating systems.
Verify documented solutions for accuracy and usability.
Assist Coaches in supporting and training Analyst 1 staff when requested.
Perform other temporarily assigned duties at the MTC, which may include assisting with the Mission Leadership Seminar.