SPD Support Specialist (Paid Intern) - Full time - Salt Lake City, Utah

Church of Jesus Christ; Salt Lake City (UT); Hybrid; USD 35,000 - 52,000; Full time

Job summary

Church of Jesus Christ in Salt Lake City, UT, is seeking a SPD Support Specialist (Paid Intern) to provide technical support for hardware, software, and policies via phone, email, or live chat. The intern handles escalations and supports division software systems while recording interactions in ServiceNow.

This on-site role emphasizes customer-focused service, documenting knowledge base articles, and collaborating with internal teams to meet established SLAs.

Qualifications

• Associate degree or technical certificate in Computer Science or Information Systems preferred.
• 2–4 years previous computer technical support or related experience.
• Strong knowledge of computer hardware and network troubleshooting, including VPN, IP/TCP, and remote users.
• Proficient with troubleshooting all Windows operating systems.
• Clear verbal and written communication; outstanding customer skills.
• Ability to manage support projects to implement new technologies and meet SLAs.
• Ability to document, organize and utilize knowledge base articles to improve support.

Responsibilities

• Acts as initial point of contact and escalation to provide support via phone, email, or live chat for hardware, systems, applications, and policies.
• Handles escalated issues for all of Special Projects Department.
• Provides technical support for Division software systems, programs, and sub-system applications.
• Troubleshoots application-related issues, working with remote employees on a corporate network.
• Develops and sustains productive customer relationships with internal teams and business needs.
• Offers alternative solutions where appropriate.
• Records all customer contact information in the ServiceNow system.
• Escalates more complex problems to other Specialists when appropriate.

Skills

Customer support

Windows troubleshooting

Communication skills

SLAs management

KB documentation

Education

Associate degree or CS/IS certificate

Tools

Forma

ServiceNow

SharePoint

Sprocket

Office 365

Job description

SPD Support Specialist (Paid Intern) - Full time - Salt Lake City, Utah

Salt Lake City, UT, United States (On-site)

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

The SPD Support Specialisthandles escalations from all aspects of SPD/TFSD and records all appropriate information in the proper Church operated system. This role handles complex issues and problems while referring minimal issues to first line management.

Responsibilities

• Acts as initial point of contact and point of escalation to provide support for customers via telephone,
  email, or live chat to provide technical support of hardware, systems, applications and/or policies and
  procedures
• Handles escalated issues for all of Special Projects Department
• Provides technical support of Division software systems, programs, and sub-system applications
• Troubleshoot application related issues, working with remote employees on a corporate network
• Develops and sustains a productive customer relationship, making the customer and their needs a
  primary focus while supporting internal team members and business needs
• Offers alternative solutions where appropriate
• Records all customer contact information in ServiceNow system
• Escalates more complex problems to other Specialist when appropriate

Qualifications

Required

• Associate degree or technical institute certificate in Computer Science or Information Systems preferred
• 2 to 4 years previous computer technical support or related experience
• Strong knowledge of computer hardware, Church facilities technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• 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
• Ability to manage support projects to implement support for new technologies and reach established SLAs
• Ability to document, organize and utilize knowledge base articles (KBs) to improve support

Preferred

• Experience with project management methodologies and tools to oversee and implement service improvement initiatives.
• Experience with the following applications:
• Forma(formerly Autodesk Construction Cloud)
• ServiceNow
• SharePoint
• Sprocket
• Office 365 apps
• Working expectations

Paid Interns are qualified while enrolled in an educational institution and for one year following graduation. They must sign a Paid Internship Engagement Letter.

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 378089
• Job Category AO - Administration/Operations
• Locations 50 E North Temple St, Salt Lake City, UT, 84150, US (On-site)
• Job Schedule Full time
• Regular or Temporary Temporary
• Worker Type Employee
• Number of Openings 1
• Worthiness Qualification Endowment Must be an endowed member of The Church of Jesus Christ of Latter-day Saints with a current temple recommend.
• Posting Notice 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.