SPD Support Tech Generalist - Paid Intern (Part-Time) - JSMB

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. The TFSD Tech Support Specialist
handles escalations from GSD Global Support Generalists and records all appropriate information in the proper Church operated system. This role handles complex issues and problems while referring minimal issues to first line management. The Specialist assists in mentoring and development of Glo

Acts as initial point of contact and point of escalation to provide support for customers via telephone,
email, or live chat to provide technical support of hardware, systems, applications and/or policies and
procedures

Handles escalated issues from GSD Temple Support Generalists

Provides technical support of Division software systems, programs, and sub-system applications

Assists with navigating around application menus, may be required to remote into computer

Troubleshoot technical issues, working with remote employees on a corporate network

Develops and sustains a productive customer relationship, making the customer and their needs a
primary focus while supporting internal team members and business needs

Offers alternative solutions where appropriate

Records all customer contact information in ServiceNow system

Escalates more complex problems to
other
Specialist when appropriate

Performs work under general supervision

Required

Associate degree or technical institute certificate in Computer Science or Information Systems preferred

2 to 4 years previous computer technical support or related experience

Strong knowledge of computer hardware, Church facilities 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

Ability to manage support projects to implement support for new technologies and reach established SLAs

Ability to document, organize and utilize knowledge base articles (KBs) to improve support

Preferred

Experience with project management methodologies and tools to oversee and implement service improvement initiatives.

Experience with the following applications:

ServiceNow

SharePoint

Sprocket

Office 365 apps

Working expectations

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.

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