What are the responsibilities and job description for the Help Desk Specialist, IT Operations position at Chan Zuckerberg Initiative?
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
We are seeking a motivated and customer-focused person to join our IT support team as a helpdesk specialist. In this role, you will handle escalated technical issues, perform in-depth troubleshooting of hardware, software, and network problems, and work closely with Tier 1 support to ensure efficient issue resolution. You will also assist with system configurations, user account management, and IT projects, all while delivering high-quality customer service. This position is ideal for someone with strong problem-solving skills, technical expertise, and the ability to work independently in a fast-paced environment.
What You'll Do
- Assist end users remotely and onsite by providing technical support at the service desk and managing support requests through a centralized ticketing system.
- Manage and prioritize a ticket queue, ensuring timely response and resolution of requests in alignment with established Service Level Agreements.
- Serve as an escalation point for complex technical inquiries and troubleshooting, providing guidance and expertise to junior team members.
- 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
- Lead onboarding or technical training sessions to upskill the team and employees
- 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
- Take part in an after-hours on-call rotation
What You'll Bring
Compensation
The Redwood City, CA base pay range for this role is $34.13 - $51.44. 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 : $34 - $51
