GSD Global Support Tech Generalist, English and Spanish Required, Employee IT Support

PLEASE BE ADVISED: If you have submitted an application for Requisition# 377104, you do not need to complete an application for this position. Thank you!

The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple, efficient, and Christ-centered way.

The Global Tech Support Generalist 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. Serving as the initial point of contact, this role gathers and analyzes information about the user's issue to answer basic to intermediate questions about hardware, 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.

This is a full-time (40-hour/week) position. Under current hybrid working arrangements, employees are required to work in the Riverton, Utah office a minimum of one day per week, or more frequently as business needs require. This Alternative Work Arrangement (AWA) is subject to ongoing approval. 

• Acts as initial point of contact 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
• 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 more complex problems to the Global Tech Support Specialist when appropriate
• Performs work under general supervision

• High School Diploma or equivalent required
• Associate degree or technical institute degree/certificate in Computer Science or Information Systems preferred
• 0 to 2 years previous computer technical support
• Fluency in reading, writing, and speaking English and Spanish is required
• Strong 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
• Although this is a hybrid position, must live close to the office based in Riverton, UT USA