TSR 2 at The Church of Jesus Christ of Latter-day Saints

Responsibilities

• Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel  
• Provide case status updates to management and end-users  
• Support and maintain effective relationships with users  
• Develop, document, and implement standard operating procedures and customer service guidelines related to IT support  
• Prioritize, understand, and respond to service:( requests/incident tickets based on the business impact  
• Recognize ticket requests requiring greater expertise and escalate them appropriately  
• Assist others in analyzing and evaluating client-side system malfunctions and take appropriate action as directed  
• Decommission client-side assets as outlined by policy; coordinate and execute the surplus of hardware assets  
• Perform audit tasks as directed by management  
• Image and configure equipment to design specifications  
• Perform assigned software and device maintenance and upgrades and document changes made  
• Create problem records, test patches, and validate the functionality of automated processes  
• Provide operational feedback to management, reporting any inaccuracies or incorrect data  
• Execute assignments by following established procedures using a limited degree of creativity and latitude as necessary  
• Assist with fixed asset procedures by receiving and tagging hardware  
• Interact with customers in a helpful and positive manner, with customer satisfaction as the objective  
• Comply with applicable industry regulatory requirements (e.g., HIPPA, PCI DSS, security requirements)  
• Perform backup/data transfers  
• Provision/de-provision VOIP desk phones  
• Organize and schedule incidents and requests for deskside support team   

Qualifications

• Associate's Degree in related field or equivalent professional experience
• Three years of field related user support experience with PCs, hardware, software, network, end-user desktop applications  
• Working knowledge of a variety of operating systems, hardware platforms and technical disciplines; supported hardware and software including Windows and Mac platforms with the aptitude to troubleshoot technical malfunctions  

Proven experience in the following areas:

• Asset management practices   
• Network technologies pertaining to system connectivity and troubleshooting   
• Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service  
• Ability to maintain confidentiality  
• Solid understanding of IT business functions  
• Enterprise process governance standards  
• Solid understanding of IT business functions  
• Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks and multiple customer requests  
• This job operates in a professional office environment  
• 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 computer monitors/equipment  
• Required to lift up to 50 pounds as well as bending, stooping, reaching, and grasping  
• Color differentiation and hearing abilities are also required  

Preferred: 

• One or more technical certifications such as Microsoft Certified Desktop Technician, A+, Network+ or comparable experience