GSD Full-Time IT Global Support Tech Specialist, English with Portuguese Preferred

Job Description

The Global Services Department’s purpose is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. 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. This role serves as the initial point of contact as well as an escalation point for Global Tech Support representatives. This person gathers and analyzes information about the user's issue to answer intermediate to difficult questions about installation, operation, configuration, policies, procedures, and usage of 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.

Learn more about the GSD HERE !

Under current hybrid working arrangements, the person in this position will be required to work in our Salt Lake City office once a week (as designated by division) or more depending on business needs.

Responsibilities

Acts as initial point of contact and escalation for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and proceduresProvides technical support of hardware, systems, sub-systems and/or applicationsHandles escalated issues from Global Tech Support representativesAssists with navigating around application menus, may be required to remote into customer's computerTroubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit networkDevelops and sustains a productive customer relationship, making the customer and their needs a primary focusOffers alternative solutions where appropriateRecords all customer contact information in CRM systemEscalates the most complex problems to the Product Managers/EngineersPerforms work under limited supervision

Qualifications

High School Diploma or equivalent requiredAssociate degree or technical institute degree/certificate in Computer Science, Information Systems, Business or any combination of related education or experience up to a minimum of 2 years required.A+, MCP, Dell or other industry identified certifications are preferredFluency in English requiredwith Portuguese preferredAdvanced knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote usersUnderstanding of Active Directory to unlock and reset passwordsProficient with troubleshooting all Windows Operating systemsAbility to communicate clearly and professionally, both verbally and in writingOutstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues

About Us

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.