SPD Support Specialist (Paid Intern) - Full time - Salt Lake City, Utah

The SPD Support Specialist handles escalations from all aspects of SPD/TFSD and records all appropriate information in the proper Church operated system. This role handles complex issues and problems while referring minimal issues to first line management.

• Acts as initial point of contact and point of escalation to provide support for customers via telephone, email, or live chat to provide technical support of hardware, systems, applications and/or policies and procedures
• Handles escalated issues for all of Special Projects Department
• Provides technical support of Division software systems, programs, and sub-system applications
• Troubleshoot application related issues, working with remote employees on a corporate network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus while supporting internal team members and business needs
• Offers alternative solutions where appropriate
• Records all customer contact information in ServiceNow system
• Escalates more complex problems to other Specialist when appropriate
• Performs work under general supervision

Required

• Associate degree or technical institute certificate in Computer Science or Information Systems preferred
• 2 to 4 years previous computer technical support or related experience
• Strong knowledge of computer hardware, Church facilities technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• 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
• Ability to manage support projects to implement support for new technologies and reach established SLAs
• Ability to document, organize and utilize knowledge base articles (KBs) to improve support

Preferred

• Experience with project management methodologies and tools to oversee and implement service improvement initiatives.
• Experience with the following applications:
• Forma(formerly Autodesk Construction Cloud)
• ServiceNow
• SharePoint
• Sprocket
• Office 365 apps
• Working expectations

Paid Interns are qualified while enrolled in an educational institution and for one year following graduation. They must sign a Paid Internship Engagement Letter.