This position provides second-tier support to end users for either PC, server or mainframe applications, and hardware. provides complex, advanced-level user support in operating, maintaining and troubleshooting hardware and software assigned to employees to help them accomplish their work. This position also supports virtualization platforms that allow the organization to provide support in a timely, cost-effective manner. Provides guidance and training to peers, lower-level TSRs and end users. Requirements includes documenting, configuring, implementing and troubleshooting current and future solutions. May also serve as an advocate for the client/end-user. This position requires self-motivation and self-management of work with strong interpersonal skills to meet with clients in a face-to-face environment.This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.
- Handles problems that the first-tier of help desk support is unable to resolve
- Identifies and researches user questions and problems and suggest a resolution
- Recommends systems modifications to reduce user problems
- Maintains currency and highest level of technical skill in field of expertise
- Requires in-depth knowledge and experience
- Works independently; receives minimal guidance.
- Acts as a resource for colleagues with less experience
- Analyze and resolve most client-side hardware/software malfunctions and take appropriate action (on personal computers, mobile devices, printers, PC cascade projects, video conferencing, etc.)
- Provide technical oversight for all TSRs and ensure smooth, well-planned integrations with other client-side components
- Maintain various TSR support management tools
- Create client-side application installation scripts, boot disks/devices to install desktop imaging, test and deploy patches and validate functionality
- Execute assignments by following established procedures using a high degree of creativity and latitude as necessary
- Implement changes and participate in project roll-outs
- Provide operational feedback to management, reporting any inaccuracies or incorrect data
- Create client-side application installation scripts using automated tools
- Participate in technical peer ticket reviews
- Record training workshops and post-recordings
- Provide training to GSC, peers and end-users; schedule and coordinate training in I-Learn
- Perform audit tasks as directed by management
- Respond to duty phone calls (24/7 support), some travel may be required
- Bachelor's Degree in related field or equivalent experience
- 6+ years of relevant professional work experience
- With 4+ of the 6 years in field-related user support experience with PCs, hardware, software, network, end-user desktop applications and virtualization
- Two or more technical related certifications
- Expert-level knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms
- Effective communication and customer service skills
- Proven experience in the following areas:
- Complex asset management practices
- Network technologies pertaining to system connectivity and troubleshooting
- Effective communication and customer service skills
- Ability to maintain confidentiality and provide support to General Authorities.
- Advanced understanding of IT business functions
- Enterprise process governance standards
- Understand and articulate business problems in both business and technical terms
- Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks, multiple customer requests and assignments from management
- Experience understanding and solving business problems and articulating technical solutions
- Ability to comfortably lift 30 lbs. and reach across and work under desks
