Helpdesk Specialist, IT Operations

The Team

Across our work in Science, Education, and within our communities, we pair technology with grant-making, impact investing, and collaboration to help accelerate the pace of progress toward our mission. Our Central Operations & Partners team provides the support needed to push this work forward. 

Central Operations & Partners consists of our Brand & Communications, Community, Facilities, Finance, Infrastructure/IT Operations/Business Systems, Initiative Operations, People, Real Estate/Workplace/Facilities/Security, Research & Learning, and Ventures teams. These teams provide the essential operations, services, and strategies needed to support CZI’s progress toward achieving its mission to build a better future for everyone.

Our Central Tech team provides technology and security support for CZI and our grantees. We believe that Engineering, IT and Security are most effective when in sync and learning from each other on a daily basis.  Across our three pillars of Infrastructure, Security, and Grantee & Partner Support, we enable our teams to achieve their goals faster and more securely. We leverage technology to automate manual processes, constantly innovate to optimize operations, provide first-class support, and build solutions to enable the scale and execution of our business partners' strategies and initiatives.

The Opportunity

We are seeking a motivated and customer-focused Helpdesk Agent to join our IT support team for The Primary School (TPS) and CZI. The Primary School (TPS) is a grantee of CZI who is working to create a new school model that brings together all of the adults in a child’s life, including parents, educators, and medical and mental health providers, starting from a very early age. Long-term, their goal is to create a game-changing school model that can be replicated across the country.

In this onsite role, you will support staff and students across two campuses in the Bay Area, specifically East Palo Alto and East Bay, serving as the first point of contact for technical support. You will help resolve technical issues, provide end-user guidance, and ensure seamless operation of IT systems, all while delivering exceptional customer service. This role is perfect for individuals with strong communication skills, technical aptitude, and a passion for solving problems in a dynamic educational environment.

What You'll Do

• Act as the primary point of contact for technical support, promptly assisting staff, teachers and students with their IT needs.
• Build,  troubleshoot, and maintain IT equipment, including workstations, laptops, printers, tablets, and other devices.
• Oversee the procurement, management, and inventory of IT hardware, making sure our records are updated and the equipment meets the needs of the staff and students.
• Maintain detailed and accurate documentation of support requests, solutions provided, and troubleshooting procedures for future reference.
• Work closely with the CZI IT staff and school leadership to align IT systems with educational goals, implement new technologies, and build process improvements.

What You'll Bring

• Advanced understanding of multiple operating systems (Apple OS, iOS, Windows, ChromeOS) and software applications (Google Workspace, Microsoft 365).

• Experience with administrative consoles and MDM services (Intune, Google Admin).

• 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
• Prior experience in a helpdesk, customer service role or school environment

Compensation

The Redwood City, CA base pay range for this role is $83,000-$124,000. 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. 

[Include for Remote Exceptions] Pay ranges outside Redwood City are adjusted based on cost of labor in each respective geographical market. Your recruiter can share more about the specific pay range for your location during the hiring 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.

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