MTC Service Desk Support Specialist I (Part-time)

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.

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lords 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.

Reports to manager or supervisor in the Technology department.• Oversees that tickets are created, responded to, and resolved according to the service level agreement• Ensures tickets are correctly created in the incident management system • Is familiar with all products and services offered by the IT department• Receives and responds to requests/questions from customers via chat, e-mail, phone, and web in a most professional manner• Performs initial troubleshooting and track incidents from beginning to end and ensure prompt response and resolution• Coordinates work with other staff to resolve issues• Follows-up on incidents where the Service Level Agreement (SLA) has not been met• Works with C-Cure• 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• May help screen and make recommendations on hiring new staff • May assist in holding regular interviews with staff members to provide feedback and ensure continued training• May assist in creating and monitoring work schedules, providing feedback to employees when needed• May assist planning and organizing team meetings• May ensure employees are trained on and follow standard operating procedures• May include other temporary assigned duties at the MTC (e.g. assisting with Mission Leadership Seminar)

Required:• 1 year of experience at the IT Service Desk or another MTC technology area• Solid understanding of MTC Technology software, systems, policies and practices• Must have in depth knowledge of Word, Excel, PowerPoint, Outlook, and other applications • Exhibit clear, concise, accurate writing• 1 year of experience trouble shooting and seeing a problem through to being solved• 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 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:• Knowledge of and experience in Microsoft administration (user accounts, Group Policies, rights, etc.) • Supervisor or leadership experience

Information :

• Company : The Church of Jesus Christ of Latter-day Saints
• Position : MTC Service Desk Support Specialist I (Part-time)
• Location : Provo, UT
• Country : US