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

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.' 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 mainly Provo MTC employees, volunteers, missionaries, and applicants, as well as some international MTCs’ employees, etc. The specialist is an entry support level individual contributor that represents the customer and see that their issues are addressed adequately and resolved in a timely manner.

Responsibilities

Reports to manager or supervisor level in the Technology department.
• Receives and responds to requests/questions from customers via chat, e-mail, phone, and web in a most professional manner
• Ensures tickets are created in the incident management system and determine priority based on impact and urgency
• Becomes familiar with all products and services offered by the IT department
• Performs initial troubleshooting and track incidents from beginning to end and 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 (i.e. server or application down, system changes, etc.)
• Responds appropriately to high-profile situations requiring extra care or speed
• Supports mobile device 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)

Qualifications

Required:
• In depth knowledge of Word, Excel, PowerPoint, Outlook, and other applications 
• Excellent writing skills and type 45 wpm
• Be able to learn quickly and have aptitude for learning computer-related concepts
• Must be detailed, thorough, organized, and follow standard operating procedures
• Must have excellent customer service skills
• Ability to foster and work in a team environment
• Ability to solve problems appropriately and without assistance
• Ability to stand, walk, kneel, squat, stoop, push, pull, twist, bend, and perform repetitive movements for extended periods of time.
• To successfully perform the essential functions of the job, there may be physical requirements which need to be met such as sitting for long periods of time and using monitors/equipment.

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