Global Support Tech Generalist

The Global Support Tech Generalist serves as the first contact for customers seeking technical assistance across a broad range of devices, software, operating systems, and Church-related policies and procedures.

Key Responsibilities

• Serve as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, sub-systems, applications, and/or policies and procedures
• Provide technical support for hardware, systems, sub-systems, and applications
• Assist users with navigating application menus, including the possibility of remote access to a customer’s computer when needed
• Troubleshoot network connectivity issues and coordinate with remote employees on a corporate or Local Unit network
• Maintain a productive customer relationship by focusing on the customer and their needs
• Provide alternative solutions when appropriate
• Record all customer contact information in the CRM system
• Escalate more complex issues to the Global Tech Support Specialist as appropriate
• Complete assigned work under general supervision

Education and Experience

• High School Diploma or equivalent is required
• An associate degree or technical institute degree or certificate in Computer Science or Information Systems is preferred
• Experience level: 0 to 2 years of previous computer technical support

Required Skills and Knowledge

• Fluency in reading, writing, and speaking English and Spanish is required
• Strong working knowledge of computer hardware and Church meetinghouse technology
• Network troubleshooting knowledge, including connectivity issues and locating IP or TCP/IP addresses
• Experience supporting remote users and working with VPN software
• Understanding of Active Directory, including unlocking and resetting passwords
• Proficiency troubleshooting Windows Operating systems
• Ability to communicate clearly and professionally, verbally and in writing
• Outstanding customer skills, including the ability to empathize while troubleshooting and resolving issues professionally

Tools and Technologies

• Windows Operating systems
• CRM system
• Active Directory
• VPN software
• TCP/IP
• IP addressing

Work Location and Schedule

• Full-time position: 40 hours per week
• Location: Riverton, UT (hybrid)
• Under current hybrid arrangements, the role requires working from the Riverton, UT office at least once per week (as designated by division), or more depending on business needs
• Hybrid working arrangements require ongoing approval
• Must live close to the Riverton, UT office

Work Authorization

By applying, you indicate that you are currently authorized to work in the United States without sponsorship and are willing to physically reside and perform the work in Riverton, Utah.