<p>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.</p> <p>This position offers a hybrid work schedule, with the expectation to work in the office one day per week.</p> <ul> <li>Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone. </li><li>Troubleshoot and resolve complex technical issues related to applications, accounts, and systems using logs, error messages, and replication. </li><li>Serve as a liaison between users, engineering teams, and Product Managers to ensure timely resolution, clear communication, and updated product resources. </li><li>Manage and prioritize support tickets in alignment with service level agreements (SLAs). </li><li>Document and escalate incidents clearly for knowledge sharing and technical resolution. </li><li>Manage, maintain, and expand the S&I Help Center by creating, editing, and refining support articles, FAQs, and training resources. </li><li>Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center. </li><li>Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate, updated resources. </li><li>Develop and deliver training sessions, walkthroughs, and resource guides for end users, support staff, and other stakeholders. </li><li>Support users through remote software updates, feature rollouts, and process changes. </li><li>Participate in team syncs and foster knowledge-sharing initiatives across support tiers. </li><li>Report and validate software bugs, assist in testing, and provide user-focused feedback to engineering teams. </li><li>Perform additional duties and project-based assignments as directed by support leadership. </li><li>Work with professionalism and divine guidance to support the Church's mission through technology. </li><li>2-4+ years of experience in technical support, IT support, and/or knowledge/training-focused roles. </li><li>Bachelor's degree in Information Systems, Computer Science, Business Technology, Communication, Education, or related field (preferred). </li><li>Strong technical troubleshooting skills across desktop, web, and cloud-based systems. </li><li>Familiarity with system administration tasks, including software updates and account configuration. </li><li>Experience managing knowledge bases or training content (e.g., Zendesk, ServiceNow, Confluence, SharePoint). </li><li>Skilled in technical writing, documentation, and content creation for diverse audiences. </li><li>Excellent written and verbal communication skills; able to explain technical concepts in clear, accessible language. </li><li>Comfortable delivering live or recorded training sessions, presentations, or workshops. </li><li>Proficiency with Microsoft Office, Teams, and Outlook. </li><li>Self-motivated, organized, and effective in both collaborative and independent work. </li><li>Ability to follow structured processes while innovating improvements for efficiency and user empowerment. </li></ul>