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

The SPD Support Specialist handles 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
• Performs work under general supervision

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.

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.