What are the responsibilities and job description for the MTC Service Desk Support Specialist I position at Missionary Training Center - The Church of Jesus Christ of Latter-day Saints?
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 who represents the customer and sees that their issues are addressed adequately and resolved in a timely manner.
- Test desktop computers and related software against a checklist of expected functionality
- Report problems accurately and in detail using the MTC’s incident management system
- Respond to technology incidents/questions via chat, email, text and phone in a professional manner
- Perform general IT troubleshooting
- Coordinate with other Technology staff on incidents requiring escalation
- Communicate and follow-up to ensure all incidents are resolved
- Attend IT Service Desk staff meetings
- Become familiar with products and services offered by the Technology department
- Review existing processes and instructions for improvement potential
- Occasionally participate in special projects
- Detailed, thorough, and organized, and follow standard operating procedures consistently
- Excellent written and verbal communication – most of the communication will be documentation and interaction with customers
- Strong customer service skills
- Strong critical thinking skills
- Ability to foster and work in a team environment
- Aptitude for quickly learning computer-related concepts
- Troubleshooting experience with Windows 11
- Troubleshooting experience with Chromebooks and Macs
- Familiarity with MTC software applications
- Familiarity with the MTC classroom environment
Benefits:
Health Insurance, 401K Plan, Vacation & Paid Time OffSalary : $36,340 - $49,522