What are the responsibilities and job description for the Senior IT Support 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
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 Sr. IT Support Specialist. In this role, you will serve as the primary escalation point for complex technical issues, providing advanced troubleshooting for hardware, software, and network-related problems. You will mentor and support junior technicians, assist with IT process improvements, and contribute to system administration tasks. Additionally, you will play a key role in driving efficiency, ensuring seamless IT operations, and collaborating with our partner teams on projects. This role is ideal for someone with strong leadership skills, deep technical expertise, and a passion for problem-solving in a fast-paced, dynamic environment.
What You'll Do
- Act as the escalation point for members of the helpdesk, providing guidance and assistance with complex technical issues related to hardware and application issues across multiple platforms
- Manage a ticket queue and prioritize daily tasks to meet SLA’s
- Assist with tracking and reporting on helpdesk performance metrics, such as resolution times, ticket volumes, and SLA compliance
- Create and update documentation around standard operating procedures, knowledge base articles, and user guides
- Lead onboarding or technical training sessions to upskill the team and employees
- Collaborate with our partner IT teams on projects, which may include system migrations, process improvements and application updates
- Provide technical support to the executive leadership team
- 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 $93,000 - $139,000. 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. Pay ranges outside Redwood City are adjusted based on cost of labor in each respective geographical market. Your recruiter can share more about the specific pay range for your location during the hiring 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.
Explore our , , and at .
LI-Flex
Salary : $93,000 - $139,000
