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

The Church of Jesus Christ of Latter-day Saints; Riverton (UT); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Global Support Tech Generalist to provide exceptional IT support to users. This role involves assisting customers with technical issues related to hardware and software while ensuring a positive customer experience. The ideal candidate will be fluent in both Portuguese and English, possess strong technical skills, and have a passion for helping others. With a hybrid work arrangement, this position allows for flexibility while requiring in-person support once a week. Join a team dedicated to serving members and employees in a meaningful way.

Qualifications

• Fluent in Portuguese and English, with strong technical support skills.
• Experience in network troubleshooting and customer service.
• Understanding of Windows OS and Active Directory.

Responsibilities

• Provide technical support via phone, email, or live chat.
• Troubleshoot hardware and network issues for users.
• Record customer interactions and escalate complex issues.

Skills

Technical Support

Customer Service

Network Troubleshooting

Active Directory

Windows Operating Systems

Fluency in Portuguese

Fluency in English

Education

High School Diploma

Associate Degree in Computer Science

Technical Certification in Information Systems

Tools

CRM System

VPN Software

Job description

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

Join to apply for the GSD Global Support Tech Generalist, Portuguese and English Required, Employee IT Support role at The Church of Jesus Christ of Latter-day Saints

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 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.

Under current hybrid working arrangements, the person in this position will be required to work in our Riverton office once a week (or more depending on business needs). Therefore, living nearby is essential.

Learn more about the GSD HERE!

Responsibilities

1. Acts as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, sub-systems, applications, policies, and procedures.
2. Provides technical support for hardware, systems, sub-systems, and applications.
3. Assists with navigating application menus; may require remote access to customer's computer.
4. Troubleshoots network connectivity issues, working with remote employees on corporate or local networks.
5. Develops and maintains a productive customer relationship, prioritizing customer needs.
6. Offers alternative solutions when appropriate.
7. Records all customer interactions in the CRM system.
8. Escalates complex issues to the Global Tech Support Specialist as needed.
9. Performs tasks under general supervision.

Qualifications

• High School Diploma or equivalent required.
• Associate degree or technical certification in Computer Science or Information Systems preferred.
• 0-2 years of previous computer technical support experience.
• Fluency in reading, writing, and speaking Portuguese and English.
• Strong knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, VPN software, and supporting remote users.
• Understanding of Active Directory for password management.
• Proficiency with troubleshooting Windows Operating Systems.
• Excellent communication skills, both verbal and written.
• Outstanding customer service skills with the ability to empathize and resolve issues professionally.

About Us

Church employees find joy and satisfaction in using their talents to further the Lord’s work. From IT professionals developing apps to maintain our facilities, to staff supporting worship and ordinances—our employees are working in His kingdom. Only Church members worthy of a temple recommend qualify for employment. The Church is an equal opportunity employer and does not discriminate based on race, gender, age, disability, or other protected categories. Reasonable accommodations are provided for qualified individuals with disabilities.