GSD Global Support Tech Generalist,English with Portuguese Preferred, Employee IT Support

The Church of Jesus Christ of Latter-day Saints; Riverton (UT); Hybrid; USD 40,000 - 56,000; Full time

Job summary

The Church of Jesus Christ of Latter-day Saints is seeking a Global Tech Support Generalist to serve as the first point of contact for members and staff needing hardware, software, and policy assistance. This full-time, hybrid role requires weekly on-site work at our Riverton, UT office and involves resolving inquiries via phone, email, and chat with timely, accurate responses.

Ideal candidates will have 0–2 years in technical support, an English fluency, and an associate degree in CS/IS.

Qualifications

• 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 in English (required) with Portuguese preferred.
• 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

Responsibilities

• 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

Skills

Customer service

Communication

English (Fluent)

Portuguese (Preferred)

Education

Associate degree in CS/IS

Tools

Active Directory

VPN software

Windows OS

CRM systems

Job description

Job Description The Global Services Department 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 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.

Job Description The Global Services Department 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 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, the person in this position is required to work in our Riverton, UT office a minimum of once a week (as designated by division) or more depending on business needs; therefore must live close. Hybrid working arrangements requires ongoing approval. Learn more about the GSD HERE !

Responsibilities

• 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

Qualifications

• 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 in English (required) with Portuguese preferred
• 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

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.