Help Desk Specialist, IT Operations

The Team

We are seeking a motivated and customer-focused person to join our IT support team as a helpdesk specialist. In this role, you will handle escalated technical issues, perform in-depth troubleshooting of hardware, software, and network problems, and work closely with Tier 1 support to ensure efficient issue resolution. You will also assist with system configurations, user account management, and IT projects, all while delivering high-quality customer service. This position is ideal for someone with strong problem-solving skills, technical expertise, and the ability to work independently in a fast-paced environment.

What You'll Do

• Assist end users remotely and onsite by providing technical support at the service desk and managing support requests through a centralized ticketing system.
• Manage and prioritize a ticket queue, ensuring timely response and resolution of requests in alignment with established Service Level Agreements.
• Serve as an escalation point for complex technical inquiries and troubleshooting, providing guidance and expertise to junior team members.
• Perform basic troubleshooting of IT equipment, including laptops,  mobile phones, printers and other devices.
• Perform basic troubleshooting of browser based applications, which can include application updates,  configurations, and account maintenance
• Lead onboarding or technical training sessions to upskill the team and employees
• Maintain detailed and accurate documentation of support requests, solutions provided, and troubleshooting procedures for future reference.
• Maintain and update support documentation for internal team use and external employee use
• Take part in an after-hours on-call rotation

What You'll Bring

• Understanding of multiple operating systems(Apple OS, iOS, Windows)  and software applications (Google Workspace,  Office 365)
• Strong problem-solving and communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Ability to organize and prioritize work and to meet deadlines
• Experience working within a team environment
• Excellent verbal and written communication skills.

Compensation

The Redwood City, CA base pay range for this role is $34.13 - $51.44. New hires are typically hired into the lower portion of the range, enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience, as evaluated throughout the interview process. 

Benefits for the Whole You 

We’re thankful to have an incredible team behind our work. To honor their commitment, we offer a wide range of benefits to support the people who make all we do possible. 

• CZI provides a generous employer match on employee 401(k) contributions to support planning for the future.
• Annual benefit for employees that can be used most meaningfully for them and their families, such as housing, student loan repayment, childcare, commuter costs, or other life needs.
• CZI Life of Service Gifts are awarded to employees to “live the mission” and support the causes closest to them.
• Paid time off to volunteer at an organization of your choice. 
• Funding for select family-forming benefits. 
• Relocation support for employees who need assistance moving to the Bay Area
• And more!

If you’re interested in a role but your previous experience doesn’t perfectly align with each qualification in the job description, we still encourage you to apply as you may be the perfect fit for this or another role.

Explore our work modes, benefits, and interview process at www.chanzuckerberg.com/careers.

#LI-Flex