FT Technical Support Specialist – Tier 2

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

Salt Lake City, UT, United States (Híbrido)

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To meet the needs of the Church, we seek to build teams that represent the diverse perspectives, broad life experiences and backgrounds of our global Church membership. With that in mind, we encourage all qualified applicants to apply.

Job Description
This 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

• 2–4+ years of experience in technical support, IT support, and/or knowledge/training-focused roles.
• Bachelor's degree in Information Systems, Computer Science, Business Technology, Communication, Education, or related field (preferred).
• Strong technical troubleshooting skills across desktop, web, and cloud-based systems.
• Familiarity with system administration tasks, including software updates and