FT Technical Support Specialist – Tier 2 (Seminaries & Institutes)
FT Technical Support Specialist – Tier 2 (Seminaries & Institutes)
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1 Vacancy
Job 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:
IC
Employment Type
Full-Time
