End User Services Desktop Support Technician | Mozilla corporation | San Francisco, CA, United States

End User Services Desktop Support Technician | Mozilla corporation | San Francisco, CA, United States

End User Services Desktop Support Technician

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Team:

IT

Locations:

San Francisco, CA, United States

Mozilla is seeking a Service Desk Support Technician to be based in our San Francisco office. This position is part of the IT organization, so candidates must be passionate about technology, customer service, and troubleshooting.  Mozilla is looking for a team player with a positive attitude and the ability to thrive in a fast paced, high-pressure environment.

Open Source means freedom, and therefore exposure to new and cutting edge technologies that aren’t available in a traditional desktop organization.  You will be able to expand your knowledge into multi platform and multi-system environments.  When you come to work for us, you become the master of making things work together seamlessly.

You have the opportunity to make an impact on an organization beyond helping troubleshoot and resolving tickets.  You will get the ability to participate in new product launches, community outreach, and evangelism of the software that powers the web.

This entails working with the End-user Services team, NetOps, and the Workplace Resources team while coordinating with outside vendors including the designated AV and telecom companies.  You will be configuring and setting up Mac, Windows, and Linux laptops, desktops, desk phones, tablets, printers, and performing conference room checks on AV equipment.

Responsibilities
*    Troubleshoot/resolve complex issues in a global support environment and provide appropriate follow-up
*    Setup and support mobile devices including Android and iPhone
*    End-point management of Apple/Windows ecosystems
*    Administer user accounts and VoIP phones
*    Ability to configure, upgrade, and relocate ecosystem software and print devices
*    Walk-up support for employees who require immediate attention
*    Perform software and hardware configuration across several platforms
*    Document all questions and incidents with detail, accuracy for both accurate metrics and to help build a rich IT knowledge base

Requirements
*    Minimum of 1-3 years experience supporting Windows or Macs in a business environment
*    Must possess subject matter expertise in multiple areas of end-user computing technologies
*    Knowledge of Windows and Mac OS X PC hardware installation and configuration
*    Ability to work proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
*    Experience in deploying and supporting cell phones, phone systems, video conference equipment and various wireless devices
*    Expertise in supporting various local and network based printing technologies
*    Outstanding verbal and written communication skills
*    Strong communication, analytical, and leadership skills necessary for independent project work
*    Innate understanding of urgency and the escalation of issue quickly when appropriate

Preferred Certifications
*    CompTia A+


http://careers.mozilla.org/en-US/position/o3z2Yfwm