Entry-Level IT Helpdesk Technician

The IT Helpdesk team supports Yelp offices worldwide, and this Entry-Level IT Helpdesk Technician role focuses on fast, accurate issue resolution with strong employee customer service.

Responsibilities

• Handle assigned Helpdesk tickets and work toward resolution for reported customer issues
• Diagnose, troubleshoot, and resolve hardware and software problems; escalate when needed
• Follow Service Level Agreements (SLAs) and maintain proper response times
• Support global employees using phone, chat, and the inbound ticket queue
• Monitor internal ticketing system notifications to respond proactively and communicate outages or system downtime
• Participate in Helpdesk team projects and help ensure they are completed on time and to specification

Requirements

• Excellent customer service skills with a collaborative attitude
• Willingness to learn new technologies or working knowledge of: Google Apps, Office 365 for Mac and PC, Active Directory, software based telephony, Jira service desk, SSO, etc.
• Familiarity with writing technical documentation
• Action-oriented approach with a strong understanding of ticket process, workflow, and queue management
• Ability to work independently and within a team environment
• Ability to prioritize and manage multiple tasks in a dynamic, high-paced work environment
• Previous helpdesk experience is an asset
• Located in the Eastern time zone of the United States

Technologies

• Google Apps
• Office 365 for Mac and PC
• Active Directory
• Software based telephony
• Jira service desk
• SSO

Benefits

• You may be offered restricted stock units and benefits
• Option to be fully remote in locations within the United States Eastern time zones

Compensation

• Estimated salary range: USD 44,000 - 60,000 per year
• Salary range may vary based on factors including external market benchmark data, geographic location, and years of experience