IT Helpdesk Technician

The Yelp IT Help Desk provides world class IT support to our global base of employees. The IT Help Desk Technician’s primary responsibilities will be to triage all level one support requests, resolve issues at the tier one level, and escalate issues out to the appropriate escalation team.

You’ll get the chance to flex your technical muscles daily by providing awesome customer support to our employees worldwide.  Working with our global IT Help Desk team, you will help us provide excellent customer service to our employees in their goal to connect people with great local businesses!

What You Will Do:

  • Respond to assigned helpdesk tickets and provide solutions for reported customer problems.
  • Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation, if required.
  • Follow instructions and pre-established guidelines to perform job functions.
  • Be familiar with Service Level Agreements (SLAs) and proper response times.
  • Phone and inbound ticket queue support for global employee IT service requests.
  • Monitor internal ticketing system notifications for proactive response, and communication of any outages or system. downtime.
  • Participate on Helpdesk team projects, complete tasks and ensure they are completed on time and to specifications.

We Are Looking For:

  • 2-3 years HelpDesk Technician experience.
  • Must have excellent customer service skills.
  • Strong Mac OSX and Windows Skills.
  • Experience with the following technologies: Google Apps, MS Office for Mac and PCs, Active Directory, Shoretel phones, Jira service desk ticketing system, Absolute desktop management software, JAMF.
  • Understands ticket process, workflow and queue management.
  • Excellent written and verbal communication skills.
  • Highly motivated with a positive attitude.
  • Ability to work independently and within a team environment.
  • Ability to prioritize and address multiple tasks in a dynamic work environment.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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