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

Location: Salt Lake City, UT, United States Department: AO - Administration/Operations

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.