FT Technical Support Specialist – Tier 2 (Seminaries & Institutes)

The Church Of Jesus Christ Of Latter-day Saints

Job Location:

Salt Lake, UT - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

This full-time role serves as a Tier 2 Technical Support Specialist while leading knowledge and training initiatives for the Seminaries & Institutes of Religion (S&I) Online Help Center. The position combines technical troubleshooting expertise with a focus on knowledge sharing end-user education and addition to resolving complex technical issues escalated from Tier 1 the Knowledge & Training Lead manages and grows Seminary and Institutes online Help Center ensures department-specific training resources are captured and accessible and maintains the Tier 1 knowledge repository (ServiceNow). This role empowers end users reduces reliance on escalations and supports S&Is global mission through technology.

This position offers a hybrid work schedule with the expectation to work in the office one day per week.

Responsibilities

Provide Tier 2-level support for escalated tickets via ticketing systems virtual meetings email and phone.
Troubleshoot and resolve complex technical issues related to applications accounts and systems using logs error messages and replication.
Serve as a liaison between users engineering teams and Product Managers to ensure timely resolution clear communication and updated product resources.
Manage and prioritize support tickets in alignment with service level agreements (SLAs).
Document and escalate incidents clearly for knowledge sharing and technical resolution.
Manage maintain and expand the S&I Help Center by creating editing and refining support articles FAQs and training resources.
Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center.
Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate updated resources.
Develop and deliver training sessions walkthroughs and resource guides for end users support staff and other stakeholders.
Support users through remote software updates feature rollouts and process changes.
Participate in team syncs and foster knowledge-sharing initiatives across support tiers.
Report and validate software bugs assist in testing and provide user-focused feedback to engineering teams.
Perform additional duties and project-based assignments as directed by support leadership.
Work with professionalism and divine guidance to support the Churchs mission through technology.

Qualifications

24 years of experience in technical support IT support and/or knowledge/training-focused roles.
Bachelors degree in Information Systems Computer Science Business Technology Communication Education or related field (preferred).
Strong technical troubleshooting skills across desktop web and cloud-based systems.
Familiarity with system administration tasks including software updates and account configuration.
Experience managing knowledge bases or training content (e.g. Zendesk ServiceNow Confluence SharePoint).
Skilled in technical writing documentation and content creation for diverse audiences.
Excellent written and verbal communication skills; able to explain technical concepts in clear accessible language.
Comfortable delivering live or recorded training sessions presentations or workshops.
Proficiency with Microsoft Office Teams and Outlook.
Self-motivated organized and effective in both collaborative and independent work.
Ability to follow structured processes while innovating improvements for efficiency and user empowerment.

Required Experience:

DescriptionThis full-time role serves as a Tier 2 Technical Support Specialist while leading knowledge and training initiatives for the Seminaries & Institutes of Religion (S&I) Online Help Center. The position combines technical troubleshooting expertise with a focus on knowledge sharing end-user e...

Description

This position offers a hybrid work schedule with the expectation to work in the office one day per week.

Responsibilities

Provide Tier 2-level support for escalated tickets via ticketing systems virtual meetings email and phone.
Troubleshoot and resolve complex technical issues related to applications accounts and systems using logs error messages and replication.
Serve as a liaison between users engineering teams and Product Managers to ensure timely resolution clear communication and updated product resources.
Manage and prioritize support tickets in alignment with service level agreements (SLAs).
Document and escalate incidents clearly for knowledge sharing and technical resolution.
Manage maintain and expand the S&I Help Center by creating editing and refining support articles FAQs and training resources.
Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center.
Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate updated resources.
Develop and deliver training sessions walkthroughs and resource guides for end users support staff and other stakeholders.
Support users through remote software updates feature rollouts and process changes.
Participate in team syncs and foster knowledge-sharing initiatives across support tiers.
Report and validate software bugs assist in testing and provide user-focused feedback to engineering teams.
Perform additional duties and project-based assignments as directed by support leadership.
Work with professionalism and divine guidance to support the Churchs mission through technology.

Qualifications

24 years of experience in technical support IT support and/or knowledge/training-focused roles.
Bachelors degree in Information Systems Computer Science Business Technology Communication Education or related field (preferred).
Strong technical troubleshooting skills across desktop web and cloud-based systems.
Familiarity with system administration tasks including software updates and account configuration.
Experience managing knowledge bases or training content (e.g. Zendesk ServiceNow Confluence SharePoint).
Skilled in technical writing documentation and content creation for diverse audiences.
Excellent written and verbal communication skills; able to explain technical concepts in clear accessible language.
Comfortable delivering live or recorded training sessions presentations or workshops.
Proficiency with Microsoft Office Teams and Outlook.
Self-motivated organized and effective in both collaborative and independent work.
Ability to follow structured processes while innovating improvements for efficiency and user empowerment.

Required Experience:

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

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About Company

The Church Of Jesus Christ Of Latter-day Saints

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 ... View more

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