Technical Support Representative II at The Church of Jesus Christ of Latter-day Saints

JOB DESCRIPTION

The TSR 2 provides information and communication services and leadership that enable the Church to hasten the Work. This position has substantial experience and understanding and enables the work of the Lord by providing standard support services for approved technologies and customers. Identifies, researches, and resolves technical problems; responds promptly and courteously to telephone calls, emails, Global Service Center tickets, and personnel requests for technical support, while achieving a high level of customer satisfaction; identifies areas for product improvement or needs for new products. Works on assignments that are moderately difficult and which require judgment in resolving or making recommendations. Normally receives little instruction on daily work, but will receive general instructions on newly introduced assignments. A certain degree of creativity and latitude is required.

RESPONSIBILITIES

• Troubleshoot, prioritize, and resolve customer support incidents and service requests by searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Provide regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Escalate in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Exercise judgment to resolve system administration problems and perform routine assignments.
• Share knowledge by contributing content to the knowledge base.
• Understand and diligently follow policies, standards, and processes.
• Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Participate in continual learning and improvement.

QUALIFICATIONS

• BSc Degree in Information Technology or a related field.
• A minimum of 4 years of job-related experience supporting PC hardware & software, local area networks, and internet connectivity.
• Requires superior interpersonal skills in dealing with customers at the highest level of the Organization.
• Good technical and architectural understanding of the Internet and communications technology including, emailing systems, video conferencing, webcasting 
• Good oral and written communication skills
• Specific IT certifications are required. - CompTIA A+