Remote Staff Desktop Systems Specialist

Summary

Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.

Requirements

• ITIL Foundations certified
• Demonstrated ability supporting both Windows and Mac in an enterprise environment
• In-depth experience in SaaS support (Atlassian, Google Workspace, Slack, etc.)
• Experience providing peer training, coaching, and feedback
• Excellent communication, analytical, and leadership skills necessary for independent project work
• Proactive initiative and a strong sense of ownership, consistently taking action within a circle of influence to drive positive outcomes without needing explicit direction
• Excellent problem-solving and troubleshooting skills
• High level of detail in all aspects of work, including tickets, knowledge articles, training, and coaching

Responsibilities

• Support Mozillians via Slack, Jira Service Management, and email with their Service Requests and Incidents
• Resolve escalated issues in a fast-paced, global support environment and provide appropriate follow-up
• Conduct weekly ticket reviews with peer coaching and feedback, documenting your coaching sessions
• Provide technical training to members of the Global Service Desk
• Represent the Global Service Desk on larger IT projects, partnering with various groups throughout Mozilla
• Administer SaaS applications like Google Workspace, Slack, and the Atlassian Suite, acting as a Subject Matter Expert (SME)
• Drive process improvement changes to lower friction for our Mozillians and improve the Global Service Desk experience
• Proactively monitor upcoming software releases and patches that affect users and provide communications
• Manage LDAP user account operations and permissions
• Travel to our San Francisco and San Mateo offices on an as-needed, occasional basis

Benefits

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team
• Rich medical, dental, and vision coverage
• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
• Quarterly all-company wellness days where everyone takes a pause together
• Country specific holidays plus a day off for your birthday
• One-time home office stipend
• Annual professional development budget
• Quarterly well-being stipend
• Considerable paid parental leave
• Employee referral bonus program
• Other benefits (life/AD&D, disability, EAP, etc. - varies by country)