GSD Global Support Tech Generalist, PortugueseEnglish

The Global Services Department is a service organization dedicated to supporting leaders members and the workforce. The Global Tech Support Generalist supports a wide range of desktops laptops tablets smartphones software operating systems and policies and procedures for The Church of Jesus Christ of Latter-day Saints. Serving as the initial point of contact this role gathers and analyzes information about the users issue to answer basic to intermediate questions about hardware installation operation configuration policies procedures and usage of assigned products to determine the best way to resolve their problem. The person in this role is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone email and electronic messages.

This is a full-time position that requires working 40/hours weekly.

Under the current Alternative Work Arrangement (AWA) for this position the incumbent is required to work a minimum of 1 day in the office each week (may be more based on business needs); therefore must live close. Please note that this hybrid arrangement is subject to an approval process and may change at any time based upon business team division and department needs.

Learn more about the GSDHERE! Enjoy our on-site building amenities that include a cafeteria and gym!

• Acts as initial point of contact for customers via telephone email or live chat to provide technical support of hardware systems sub-systems applications and/or policies and procedures
• Provides technical support of hardware systems sub-systems and/or applications
• Assists with navigating around application menus may be required to remote into customers computer
• Troubleshoot network connectivity issues working with remote employees on a corporate or Local Unit network
• Develops and sustains a productive customer relationship making the customer and their needs a primary focus
• Offers alternative solutions where appropriate
• Records all customer contact information in CRM system
• Escalates more complex problems to the Global Tech Support Specialist when appropriate
• Performs work under general supervision

• High School Diploma or equivalent required
• Associate degree or technical institute degree/certificate in Computer Science or Information Systems preferred
• 0 to 2 years previous computer technical support
• Fluency in reading writing and speaking Portuguese and English is required
• Strong knowledge of computer hardware Church meetinghouse technology network troubleshooting including connectivity issues locating IP or TCP/IP addresses VPN software supporting remote users
• Understanding of Active Directory to unlock and reset passwords
• Proficient with troubleshooting all Windows Operating systems
• Ability to communicate clearly and professionally both verbally and in writing
• Outstanding customer skills with the ability to empathize and professionally troubleshoot and resolve customer issues