MTC Service Desk Support Specialist I (Part-time)
MTC Service Desk Support Specialist I (Part-time)
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Job Description
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 6000 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.
Responsibilities
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)
Qualifications
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
Required Experience:
Unclear Seniority
Employment Type
Part-Time
