What are the responsibilities and job description for the Service Desk Support Specialist I - A position at The Church of Jesus Christ of Latter-day Saints?
Job Description
This position is central to the missionaries' role to 'Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ and His Atonement, repentance, baptism, receiving the gift of the Holy Ghost, and enduring to the end.' The Technology (IT) Service Desk at the Missionary Training Center is the single point of contact for handling customers' technology issues. The IT Service Desk supports over 6,000 users mainly Provo MTC employees, volunteers, missionaries, and applicants, as well as some international MTCs’ employees, etc. The specialist is an entry support level individual contributor that represents the customer and see that their issues are addressed adequately and resolved in a timely manner.
Responsibilities
Reports to manager or supervisor level in the Technology department.
Required
QUALIFICATIONS
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.
This position is central to the missionaries' role to 'Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ and His Atonement, repentance, baptism, receiving the gift of the Holy Ghost, and enduring to the end.' The Technology (IT) Service Desk at the Missionary Training Center is the single point of contact for handling customers' technology issues. The IT Service Desk supports over 6,000 users mainly Provo MTC employees, volunteers, missionaries, and applicants, as well as some international MTCs’ employees, etc. The specialist is an entry support level individual contributor that represents the customer and see that their issues are addressed adequately and resolved in a timely manner.
Responsibilities
Reports to manager or supervisor level in the Technology department.
- Receives and responds to requests/questions from customers via chat, e-mail, phone, and web in a most professional manner
- Ensures tickets are created in the incident management system and determine priority based on impact and urgency
- Becomes familiar with all products and services offered by the IT department
- Performs initial troubleshooting and track incidents from beginning to end and ensure prompt response and resolution
- Dispatches technical support representatives (TSRs) and coordinates work with other staff to resolve issues
- Follows-up on incidents where the Service Level Agreement (SLA) has not been met
- Notifies customers of global issues (i.e. server or application down, system changes, etc.)
- Responds appropriately to high-profile situations requiring extra care or speed
- Supports mobile device and Mac operating systems
- Verifies documented solutions for accuracy and usability
- Assists Coaches in the support and training of Analyst 1 and staff when requested
Required
QUALIFICATIONS
- In depth knowledge of Word, Excel, PowerPoint, Outlook, and other applications
- Excellent writing skills and type 45 wpm
- Be able to learn quickly and have aptitude for learning computer-related concepts
- Must be detailed, thorough, organized, and follow standard operating procedures
- Must have 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 of time.
- To successfully perform the essential functions of the job, there may be physical requirements which need to be met such as sitting for long periods of time and using monitors/equipment.
- Experience at the MTC IT Service Desk (know the systems and people supported)
- Knowledge of and experience in Microsoft administration (user accounts, Group Policies, rights, etc.)
- 1 year of experience using Altiris or other desktop management software
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.
