GSD IT Global Support Tech Specialist, English with Spanish / or Portuguese

The Church Of Jesus Christ Of Latter-Day Saints - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

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. Our Meetinghouse and Account Support (MAS) Team is committed to this purpose and seeks to fill the Global Tech Support Specialist position with the best candidate who is willing to share their talents and experience. The person in this position will need to for an alternative hybrid work arrangement before being able to participate in this work arrangement that requires working in the office at least one day a week (or more) according to business needs. As a Global Support Tech Specialist in Account Management on the Meetinghouse and Account Support, you can work with international areas of the Church. While working in an international setting with others who share the same goals, your contributions can make a difference. Collaborate and build relationships with people around the world to provide resources that help them accomplish their work. The GSD is a diverse organization with many from around the world supporting those around the world. In addition to meeting the position qualifications, we are looking for someone who is willing to carry out their responsibilities in a Christlike manner, is eager to excel in responsibilities while contributing well to the Team, Division, Department, and ultimately - the work.

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 procedures
• Provides technical support of hardware, systems, sub-systems and/or applications
• Handles escalated issues from Global Tech Support representatives
• Assists with navigating around application menus, may be required to remote into customer's computer
• Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
• Offers alternative solutions where appropriate
• Records all customer contact information in CRM system
• Escalates the most complex problems to the Product Managers/Engineers
• Performs work under limited supervision

Requirements

• High School Diploma or equivalent required
• Associate 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
• Ability to fluently speak, read, and write in English with Spanish or Portuguese fluency preferred
• A+, MCP, Dell or other industry identified certifications are preferred
• Advanced knowledge of computer hardware, Church meetinghouse 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

Nice-to-haves

• Fluency in Spanish or Portuguese
• Experience with Church meetinghouse technology
• Knowledge of VPN software

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities