SPD Support Tech Generalist - Paid Intern (Full-Time) - JSMB bei CHC
CHC · Salt Lake City, Vereinigte Staaten Von Amerika · Onsite
- Junior
- Optionales Büro in Salt Lake City
The TFSD Tech Support Specialist supports a wide range of technology, software, operating systems, business policies and procedures for The Temple Facilities Services Division (TFSD). 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 system support, 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. The TFSD Tech Support Specialist
handles escalations from GSD Global Support Generalists 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. The Specialist assists in mentoring and development of Global Support Representatives. The person in this role has advanced abilities with soft skills, customer service skills, and customer issue resolution skills.
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 from GSD Temple Support Generalists
Provides technical support of Division software systems, programs, and sub-system applications
Assists with navigating around application menus, may be required to remote into computer
Troubleshoot technical 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
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
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:
ServiceNow
SharePoint
Sprocket
Office 365 apps
Working expectations
40 hours per week
On-site at Joseph Smith Memorial Building (Salt Lake City, Utah)
Time blocks:
8am-5PM
