FT Technical Support Specialist - Tier 2 (Seminaries & Institutes)

FT Technical Support Specialist – Tier 2 (Seminaries & Institutes)

Join to apply for the FT Technical Support Specialist – Tier 2 (Seminaries & Institutes) role at The Church of Jesus Christ of Latter-day Saints

Job Description

The full-time role serves as a Tier 2 Technical Support Specialist while leading knowledge and training initiatives for the Seminaries & Institutes of Religion (S&I) Online Help Center. The position combines technical troubleshooting expertise with a focus on knowledge sharing, end-user education, and documentation. In addition to resolving complex technical issues escalated from Tier 1, the Knowledge & Training Lead manages and grows Seminary and Institute's online Help Center, ensures department-specific training resources are captured and accessible, and maintains the Tier 1 knowledge repository (ServiceNow). This role empowers end users, reduces reliance on escalations, and supports S&I's global mission through technology.

This position offers a hybrid work schedule, with the expectation to work in the office one day per week.

Responsibilities

• Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone.
• Troubleshoot and resolve complex technical issues related to applications, accounts, and systems using logs, error messages, and replication.
• Serve as a liaison between users, engineering teams, and Product Managers to ensure timely resolution, clear communication, and updated product resources.
• Manage and prioritize support tickets in alignment with service level agreements (SLAs).
• Document and escalate incidents clearly for knowledge sharing and technical resolution.
• Manage, maintain, and expand the S&I Help Center by creating, editing, and refining support articles, FAQs, and training resources.
• Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center.
• Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate, updated resources.
• Develop and deliver training sessions, walkthroughs, and resource guides for end users, support staff, and other stakeholders.
• Support users through remote software updates, feature rollouts, and process changes.
• Participate in team syncs and foster knowledge-sharing initiatives across support tiers.
• Report and validate software bugs, assist in testing, and provide user-focused feedback to engineering teams.
• 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.

Qualifications

About Us

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord's work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings— giving Church members places to worship, teach, learn, and receive sacred ordinances—our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.

Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.

Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.

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