MTC IT Service Desk Support Specialist I (Part-time)

About the role

The Technology (IT) Service Desk at the Missionary Training Center is the single point of contact for handling customers' technology issues. The IT Service Desk supports over 6,000 users, including Provo MTC employees, volunteers, missionaries, applicants, and some international MTCs’ employees. The specialist is an entry-level support individual contributor who represents the customer and ensures their issues are addressed and resolved in a timely manner.

This position is central to the missionaries' role to "Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ and His Atonement, repentance, baptism, receiving the gift of the Holy Ghost, and enduring to the end."

Responsibilities

• Reports to a manager or supervisor in the Technology department.
• Receives and responds to requests/questions from customers via chat, email, phone, and web in a professional manner.
• Ensures tickets are created in the incident management system and determines priority based on impact and urgency.
• Becomes familiar with all products and services offered by the IT department.
• Performs initial troubleshooting and tracks incidents from beginning to end to ensure prompt response and resolution.
• Dispatches technical support representatives (TSRs) and coordinates work with other staff to resolve issues.
• Follows up on incidents where the Service Level Agreement (SLA) has not been met.
• Notifies customers of global issues (e.g., server or application downtime, system changes).
• Responds appropriately to high-profile situations requiring extra care or speed.
• Supports mobile devices and Mac operating systems.
• Verifies documented solutions for accuracy and usability.
• Assists coaches in the support and training of Analyst 1 and staff when requested.
• May include other temporary assigned duties at the MTC (e.g., assisting with Mission Leadership Seminar).

Requirements

• In-depth knowledge of Word, Excel, PowerPoint, Outlook, and other applications.
• Excellent writing skills and typing speed of 45 wpm.
• Aptitude for learning computer-related concepts quickly.
• Detail-oriented, thorough, organized, and able to follow standard operating procedures.
• Excellent customer service skills.
• Ability to foster and work in a team environment.
• Ability to solve problems appropriately and without assistance.
• Physical ability to stand, walk, kneel, squat, stoop, push, pull, twist, bend, and perform repetitive movements for extended periods.
• Ability to sit for long periods and use monitors/equipment.

Preferred Qualifications

• Experience at the MTC IT Service Desk (familiarity with systems and people supported).
• Knowledge of and experience in Microsoft administration (user accounts, Group Policies, rights, etc.).
• One year of experience using Altiris or other desktop management software.

About Us

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From IT professionals developing apps that spread the gospel worldwide to facilities managers maintaining places of worship, employees seek innovative ways to share the gospel of Jesus Christ. Only members of the Church who are worthy of a temple recommend qualify for employment.

The Church is an equal opportunity employer and does not discriminate in employment decisions on any basis that would violate U.S. or local law. Qualified applicants are considered without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories. The Church will make reasonable accommodations for qualified individuals with known disabilities.