Help Desk Coordinator, IT Operations

The Chan Zuckerberg Initiative was founded by Priscilla Chan and Mark Zuckerberg in 2015 to help solve some of society’s toughest challenges — from eradicating disease and improving education to addressing the needs of our local communities. Our mission is to build a more inclusive, just, and healthy future for everyone.

The Team

Across our work in Science, Education, and within our communities, we pair technology with grantmaking, 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 person to join our IT support team as a helpdesk coordinator. In this role, you will be the first point of contact for IT support, assisting users with troubleshooting hardware, software, and network issues. You will log and track support requests, escalate complex problems as needed, and provide clear guidance to end users to ensure smooth daily operations. This position is ideal for someone with strong communication skills, a technical mindset, and a passion for problem-solving in a dynamic, fast-paced environment.

What You'll Do

• Serve as the initial point of contact for IT support, promptly assisting employees with questions and triaging tickets for advanced or specialized support questions
• Manage and prioritize a ticket queue, ensuring timely response and resolution of requests in alignment with established Service Level Agreements.
• Perform basic troubleshooting of IT equipment, including laptops, mobile phones, printers, and other devices.
• Perform basic troubleshooting of browser based applications, which can include application updates, configurations, and account maintenance
• Maintain detailed and accurate documentation of support requests, solutions provided, and troubleshooting procedures for future reference.
• Maintain and update support documentation for internal team use and external employee use

What You'll Bring

Compensation

The Redwood City, CA base pay range for this role is $29.81- $44.71. 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.

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.

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.

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LI-Flex

Salary : $30 - $45