Technical Support Specialist – Tier 2, Seminaries & Institutes
The Church of Jesus Christ of Latter-day Saints
CloudServiceNow
PT Technical Support Specialist – Tier 2
The Church of Jesus Christ of Latter-day Saints
part-time
Posted on:
Location Type: Hybrid
Location: Salt Lake City • Utah • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
CloudServiceNow
About the role
- Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone.
- Troubleshoot and resolve technical issues related to applications, accounts, and systems using logs, error messages, and user replication.
- Serve as a liaison between users, engineering teams, and Product Managers to ensure timely resolution and clear communication.
- Manage and prioritize support tickets in alignment with service level agreements (SLAs).
- Document complex incidents clearly for knowledge sharing and escalation.
- Assist in developing support and maintenance plans for S&I platforms and tools.
- Report and validate software bugs in collaboration with engineering; participate in testing and provide user-focused feedback.
- Create and maintain clear, helpful support content, including FAQs and knowledge base articles.
- Support users through remote software updates and feature rollouts.
- Deliver training and walkthroughs to end users or team members, virtually or in person.
- Participate in team syncs and knowledge-sharing initiatives while working independently in a hybrid environment.
- Perform additional duties and project-based assignments as directed by support leadership.
- Work with professionalism and divine guidance to support the Church’s mission through technology.
Requirements
- 1–3+ years of experience in technical or IT support roles.
- Bachelor’s degree in information systems, Computer Science, Business Technology, or related field (preferred).
- Strong technical troubleshooting skills across desktop, web, and cloud-based systems.
- Familiarity with system administration tasks, including software updates and account configuration.
- Ability to follow structured processes and adapt to changing needs.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Proficiency with Microsoft Office, Teams, and Outlook.
- Skilled in technical writing and documentation for end users and internal support.
- Excellent written and verbal communication skills; able to explain complex concepts clearly.
- Self-motivated, organized, and effective in both collaborative and independent work.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingsystem administrationsoftware updatesaccount configurationticketing systemsremote support toolstechnical writingdocumentation
Soft skills
communicationorganizationself-motivationcollaborationadaptability
