Job description
Duration: 6-month contract with possibility of extension
Location: San Francisco Bay Area (this is a hybrid position)
Hours per week: 40 hours, two days per week onsite in the SF Office.
Summary
This position will provide a mix of remote first level technical support for end-users and onsite support for office operations, including audio/visual support and hardware lifecycle processing; role is approximately 70% remote and 30% onsite at our San Francisco headquarters. Our Foundation staff are based domestically and internationally, requiring world-class customer service. As a knowledge worker role, this position will play a front-line role in organizational knowledge management processes.
Responsibilities
Remote Troubleshooting & Support
Respond to and resolve incoming support incidents and requests in Zendesk, including but not limited to
- Desktop software & SaaS troubleshooting & support
- Basic troubleshooting of Windows, Ubuntu Linux, and MacOS operating systems including driver & firmware issues
- Google Workspace Enterprise support and troubleshooting (Meet, Calendar, Gmail, all others)
- Software & license procurement request processing
Inventory/Asset Management & Procurement tasks for Apple, Windows, and Linux laptops, including but not limited to:
- Procurement request processes
- Onboarding and offboarding from MDM systems
- Recording & updating status in inventory system
Onsite & Audio/Visual Support
- A/V hardware & system troubleshooting & support
- Teleconferencing software troubleshooting & support - Google Meet & Zoom
- Live-streaming & webinar hosting support
- Hands-on equipment lifecycle tasks - reimaging, e-wasting & shipping laptops
Knowledge & Documentation
- Using documented process and procedure documentation during the entire support workflow
- Documenting troubleshooting steps and status using Zendesk ticketing system
- Participation in the knowledge management workflow, creating and updating articles during use, and contributing to continual process improvement
Customer Service
- Provide technical assistance to Wikimedia Foundation staff, contractors and interns.
- Ensure service requests are responded to and resolved in a timely manner
- Service-oriented approach - able to anticipate, understand and meet the needs of professionals.
- Provide best-in-class customer service to Foundation staff, contractors and interns.
Qualifications Required
- CompTIA A+, Google IT Support Certificate, or equivalent work experience in Help Desk/Service Desk/Technical Support role.
- 2+ years experience supporting an on-site IT environment, including laptop and audio/visual equipment support.
- Ability to troubleshoot and problem solve technical issues across multiple platforms, including but not limited to Zendesk, Slack, Asana, Google Workspace, Zoom, Windows, MacOS
- Strong written communication skills, including following & creating reusable documentation.
- Strong verbal and written ability to communicate technical issues with non-technical users.
- Ability to successfully manage multiple priorities including urgent tasks.
- Be comfortable in a highly collaborative, collective, and consensus-oriented environment.
- Improvement-focused mindset with a proven ability to receive instruction, learn from mistakes, and support others.
- Must be able to lift 20 lbs or more. (Accommodations can be made should this be an issue.)
- Must be able to report to the San Francisco office twice a week (or as needed) to handle onsite tasks.
- Familiarity with Wikitext (wiki markup) language and/or MediaWiki is a plus.
- Understanding of the free knowledge movement, open-source software, or online rights movements is a plus.
About the Wikimedia Foundation
The Wikimedia Foundation is the nonprofit organization that operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge freely. We host Wikipedia and the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive.
The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive donations from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501©(3) tax-exempt organization with offices in San Francisco, California, USA.
As an equal opportunity employer, the Wikimedia Foundation values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We encourage people with a diverse range of backgrounds to apply. We do not discriminate against any person based upon their race, traits historically associated with race, religion, color, national origin, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other legally protected characteristics.
The Wikimedia Foundation is a remote-first organization with staff members including contractors based 40+ countries *. Salaries at the Wikimedia Foundation are set in a way that is competitive, equitable, and consistent with our values and culture. The anticipated annual pay range of this position for applicants based within the United States is US$31/hour to US$48/hour with multiple individualized factors, including cost of living in the location, being the determinants of the offered pay. For applicants located outside of the US, the pay range will be adjusted to the country of hire. We neither ask for nor take into consideration the salary history of applicants. The compensation for a successful applicant will be based on their skills, experience and location.
*Please note that we are currently able to hire in the following countries: Australia, Austria, Bangladesh, Belgium, Brazil, Canada, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Ghana, Greece, India, Indonesia, Ireland, Israel, Italy, Kenya, Mexico, Netherlands, Nigeria, Peru, Poland, Singapore, South Africa, Spain, Sweden, Switzerland, Uganda, United Kingdom, United States of America and Uruguay. Our non-US employees are hired through a local third party Employer of Record (EOR).
We periodically review this list to streamline to ensure alignment with our hiring requirements.
All applicants can reach out to their recruiter to understand more about the specific pay range for their location during the interview process.
If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at [email protected] or +1 (415) 839-6885.
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