Entry-Level IT Helpdesk Technician (Remote - United States ET)

About the role

Are you excited to help power the productivity of every Yelper globally? The IT Helpdesk team provides tech support to our Yelp offices worldwide. We solve technical challenges daily while providing customer support to employees across all of our regions. This opportunity requires you to be located in the Eastern time zone of the United States. We welcome applicants from throughout the US.

Responsibilities

• Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.
• Identify, troubleshoot, and resolve hardware and software problems or escalate, if required.
• Be familiar with Service Level Agreements (SLAs) and proper response times.
• Use phone, chat and inbound ticket queue to handle global employee IT service requests.
• Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime.
• Participate on Helpdesk team projects and ensure they are completed on time and to specifications.

Requirements

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

Pay

Based on the anticipated level of experience we are seeking, we expect the compensation range for this role to be between $44,000 and $60,000. Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience. You may also be offered restricted stock units.

Benefits

You can find more information about Yelp's five star benefits here.

Schedule

This opportunity has the option to be fully remote in locations within the United States' Eastern time zones.