Service Desk Technician

This position will provide a mix of remote first level technical support for end-users and onsite support for office operations, including audio/visual support and hardware lifecycle processing; role is approximately 70% remote and 30% onsite at our San Francisco headquarters. Our Foundation staff are based domestically and internationally, requiring world-class customer service. As a knowledge worker role, this position will play a front-line role in organizational knowledge management processes.

Responsibilities

Remote Troubleshooting & Support

• Respond to and resolve incoming support incidents and requests in Zendesk, including but not limited to
  • Desktop software & SaaS troubleshooting & support
  • Basic troubleshooting of Windows,  Ubuntu Linux, and MacOS operating systems including driver & firmware issues
  • Google Workspace Enterprise support and troubleshooting (Meet, Calendar, Gmail, all others)
  • Software & license procurement request processing
• Inventory/Asset Management & Procurement tasks for Apple, Windows, and Linux laptops, including but not limited to:
  • Procurement request processes
  • Onboarding and offboarding from MDM systems
  • Recording & updating status in inventory system

Onsite & Audio/Visual Support

• A/V hardware & system troubleshooting & support
• Teleconferencing software troubleshooting & support - Google Meet & Zoom
• Live-streaming & webinar hosting support
• Hands-on equipment lifecycle tasks - reimaging, e-wasting & shipping laptops

Knowledge & Documentation

• Using documented process and procedure documentation during the entire support workflow
• Documenting troubleshooting steps and status using Zendesk ticketing system
• Participation in the knowledge management workflow, creating and updating articles during use, and contributing to continual process improvement

Customer Service

• Provide technical assistance  to Wikimedia Foundation staff, contractors and interns.
• Ensure service requests are responded to and resolved in a timely manner
• Service-oriented approach - able to anticipate, understand and meet the needs of professionals.
• Provide best-in-class customer service to Foundation staff, contractors and interns.

Qualifications Required

• CompTIA A+, Google IT Support Certificate, or equivalent work experience in Help Desk/Service Desk/Technical Support role.
• 2+ years experience supporting an on-site IT environment, including laptop and audio/visual equipment support.
• Ability to troubleshoot and problem solve technical issues across multiple platforms, including but not limited to Zendesk, Slack, Asana, Google Workspace, Zoom, Windows, MacOS
• Strong written communication skills, including following & creating reusable documentation.
• Strong verbal and written ability to communicate technical issues with non-technical users.
• Ability to successfully manage multiple priorities including urgent tasks.
• Be comfortable in a highly collaborative, collective, and consensus-oriented environment.
• Improvement-focused mindset with a proven ability to receive instruction, learn from mistakes, and support others.
• Must be able to lift 20 lbs or more. (Accommodations can be made should this be an issue.)
• Must be able to report to the San Francisco office twice a week (or as needed) to handle onsite tasks.
• Familiarity with Wikitext (wiki markup) language and/or MediaWiki is a plus.
• Understanding of the free knowledge movement, open-source software, or online rights movements is a plus.