TSR 4 at Church of Jesus Christ of Latter-day Saints

JOB DESCRIPTION

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.

RESPONSIBILITIES

• Use best practices to resolve complex problems referred by tier-one help desk support to successfully maintain production schedules and service levels
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties, Recommend systems modifications to reduce user problems
• Maintain a troubleshooting tracking log ensuring timely resolution of problems
• Act as a resource for colleagues with less experience; may direct the work of other staff members
• Analyze and resolve client-side hardware/software malfunctions and take appropriate action (on personal computers, mobile devices, printers, PC cascade projects, video conferencing, etc.)
• Assist with technical oversight for TSRs and ensure smooth, well-planned integrations with other client-side components
• Maintain various TSR support management tools, Create client-side application installation scripts using automated tools, Create boot disks/devices to install desktop imaging for field TSRs, Create problem records, test and deploy patches and validate the functionality of automated processes
• Provide recommendations for improvement of end-user management tools
• Execute assignments by following established procedures using a high degree of creativity and latitude as necessary
• Effectively communicate with end-users providing information, advice and guidance; interact with customers in a helpful, positive manner with customer satisfaction being the objective
• Implement changes and participate in project roll-outs, Maintain lab environment to image PCs; configure equipment to specifications
• Provide operational feedback to management, reporting any inaccuracies or incorrect data and Participate in technical peer ticket reviews
• Record training workshops and post-recordings
• Respond to duty phone calls during regular business hours; some travel may be required
• May provide training to tier-one support, peers and end-users; schedule and coordinate training in I-Learn
• Perform audit tasks as directed by management and Document changes to the environment

QUALIFICATIONS

• Bachelor's degree in related field or equivalent professional experience Work Experience: 6+ years of field-related user support experience with PCs, hardware, software, network, end-user desktop applications and virtualization or an equivalent combination of education and experience
•  Certifications, Licenses: Two or more technical certifications such as Microsoft Certified Desktop Technician, A+, Network+, or comparable experience is an added advantage.
• Demonstrated Skills & Abilities: 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.
• Proven experience in the following areas: Complex 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 and provide support to General Authorities.
• Advanced understanding of IT business functions, Knowledge of 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
• Proven ability to work independently while contributing to the strategic planning of the team
• Experience understanding and solving business problems and articulating technical solutions Requires in-depth knowledge and experience
• 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