MTC IT Service Desk Support Specialist I (Part-time)

The Church News; Provo (UT); On-site; USD 19,000 - 28,000; Part time

Job summary

The Church News seeks a part-time IT Service Desk Support Specialist I at the Missionary Training Center in Provo, UT. You will be the first point of contact for users, handling requests via chat, email, phone, and web, and ensuring timely resolution of issues.

You will document incidents, prioritize by impact, and coordinate with TSRs and staff to restore services. Strong MS Office skills, fast typing, and a collaborative mindset are essential.

Qualifications

• In-depth knowledge of Word, Excel, PowerPoint, Outlook and related applications.
• Excellent writing skills and ability to type 45 wpm.
• Able to learn quickly and grasp computer-related concepts.

Responsibilities

• Receives and responds to requests via chat, email, phone, or web professionally.
• Creates tickets in incident management system and assigns priority based on impact.
• Familiarizes self with IT products and services offered by the department.
• Performs initial troubleshooting and tracks incidents end-to-end for prompt resolution.
• Dispatches TSRs and coordinates with staff to resolve issues.
• Follows up on incidents to meet SLA requirements.
• Notifies customers of global issues and system changes.
• Supports mobile devices and Mac OS; verifies solutions for accuracy.
• Assists coaches in training Analyst I and staff when requested.
• May perform other temporary duties at the MTC.

Skills

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Typing 45 wpm

Job description

MTC IT Service Desk Support Specialist I (Part-time)

Trending

To meet the needs of the Church, we seek to build teams that represent the diverse perspectives, broad life experiences and backgrounds of our global Church membership. With that in mind, we encourage all qualified applicants to apply.

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.

• 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
• May include other temporary assigned duties at the MTC (e.g. assisting with Mission Leadership Seminar)

Qualifications

Required:

• 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.

Preferred:

• 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

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.

• Job Identification 373784
• Job Category IT - Information Technology
• Locations 2005 N 900 E, Provo, UT, 84602, US
• Job Schedule Part time
• Regular or Temporary Temporary
• Worker Type Employee
• Number of Openings 3
• Worthiness Qualification Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.
• Posting Notice/More Info Please note that this job posting may close at any time without prior notice. Find out more about the many benefits of Church Employment at https://careers.churchofjesuschrist.org.