Background information about the job or company (e.g., role context, company overview)

The Church of Jesus Christ of Latter-day Saints is a worldwide faith of over 16 million members centered on the belief that everyone on earth is a son or daughter of a loving God1 and that His Son, Jesus Christ, saved the world from sin and death. Jesus Christ invites all of God's children to come unto, follow, and become more like Him.

Responsibilities or duties

• Assist in Troubleshooting, prioritizing, and resolving customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Assist in Providing regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Assist in Escalating in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Assist in Performing basic system management and routine security administration tasks.
• Assist in Maintaining an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Participate in continual learning and improvement.

Qualifications or requirements (e.g., education, skills)

• Must be worthy of a Temple Recommend
• Bachelor's degree/Diploma in one of the following disciplines: Information Communication Technology, Computer Science, Software & Hardware Engineering, Specific IT certifications will be required
• Demonstrated Skills & Abilities: Expert-level knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
• Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service
• Ability to maintain confidentiality and provide support to General Authorities.
• Advanced understanding of IT business functions, Knowledge of enterprise process governance standards
• Understand and articulate business problems in both business and technical terms
• Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks, multiple customer requests and assignments from management
• Proven ability to work independently while contributing to the strategic planning of the team

• Assist in Troubleshooting, prioritizing, and resolving customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Assist in Providing regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Assist in Escalating in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Assist in Performing basic system management and routine security administration tasks.
• Assist in Maintaining an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Participate in continual learning and improvement.

• Expert-level knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
• Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service
• Ability to maintain confidentiality and provide support to General Authorities.
• Advanced understanding of IT business functions, Knowledge of enterprise process governance standards
• Understand and articulate business problems in both business and technical terms
• Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks, multiple customer requests and assignments from management
• Proven ability to work independently while contributing to the strategic planning of the team

• Must be worthy of a Temple Recommend
• Bachelor's degree/Diploma in one of the following disciplines: Information Communication Technology, Computer Science, Software & Hardware Engineering, Specific IT certifications will be required