Previous Job
Previous
Helpdesk Technician I
Ref No.: 19-07882
Location: Menlo Park, California
HELPDESK TECHNICIAN I 
1 Hacker Way, Menlo Park, CA 94025

Dept: Enterprise (IT Operations)
6-month contract
Mon - Fri, 40 hours/week
Benefits & PTO

DUTIES:
  • Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Helpdesk
  • Troubleshoot, or escalate issues as necessary, in a timely manner while communicating clearly and proactively throughout the customer experience until resolved
  • Provide support for desktop and mobile devices as well as application system environments locally at the Helpdesk or remotely, if needed
  • Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets as you expand your knowledge of Helpdesk procedures, products, and services
  • Observe and comply with Facebook policy and procedures in compliance with organizational aims and objectives
  • Work proficiently with minimal daily guidance
  • Respond to open Task notifications in backlog and accurately triage and escalate employee requests to second-level support when necessary
  • Move around campus as needed
Day-to-Day:
  • Sets the standard for attendance and punctuality on our team
  • Arrives each day fully prepared to tackle job responsibilities
  • Views reliability as a crucial competency of career development
  • Moves around offices as required to support Helpdesk traffic
  • Demonstrates a greater willingness to perform shift based work and overtime as the business needs mandate
  • Recognizes, researches, isolates, and recommends resolution procedures more confidently as time in role progresses
REQUIRED QUALIFICATIONS:
  • 2-3 years of customer service experience in a similar environment (Genius Bar, Tech Stop, Geek Squad, other helpdesk environment)
  • 1-2 years of Mac and Windows troubleshooting experience
  • 1-2 years of mobile device troubleshooting experience (iPhone or Android)
  • GED, High School Diploma Required
  • Languages: English (Speak, Read, Write)
  • Ability to work in the U.S. without sponsorship
PREFERRED QUALIFICATIONS:
  • G-Suite administration experience
  • Office 365 administration experience
  • Outlook client troubleshooting experience (Mac and Windows)
  • Exchange troubleshooting experience
  • Mobile Device Management administration experience
  • Bachelor's Preferred or equivalent experience