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This position will provide remote first-level technical support for end-users based domestically and internationally while providing world-class customer service. As a knowledge worker role, this position will document troubleshooting steps taken and provide key inputs to organizational knowledge management processes.
Technical Troubleshooting & Support
Handle incoming support incidents and requests in Zendesk
Respond to and solve “first level” support incidents
Desktop software & SaaS troubleshooting & support
Basic troubleshooting of Windows, Ubuntu Linux, and MacOS operating systems including driver & firmware issues
Data backup and recovery support
Teleconferencing & AV troubleshooting & Support
Google Workspace Enterprise support and troubleshooting (Meet, Calendar, Gmail, all others)
Driving customer communications as part of Inventory/Asset Management & Procurement processes
Support software license audits & control processes
Knowledge & Documentation
Properly document troubleshooting steps and status using Zendesk ticketing system
Contribute to development and maintenance of self-service documentation
Contribute to development and maintenance of IT Services knowledge base documentation
Contribute to continual process improvement
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.
CompTIA A+, Google IT Support Certificate, or equivalent work experience in Help Desk/Service Desk/Technical Support role.
Excellent verbal and written communication skills; ability to communicate with non-technical users.
Ability to successfully manage multiple priorities including urgent tasks.
Be comfortable in a highly collaborative, consensus-oriented environment.
Proven ability to work well on a team, take instruction, and learn from mistakes.
Familiarity with Wikitext (wiki markup) language a plus.
Understanding of the free culture, free 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(c)(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.
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@example.com or +1 (415) 839-6885.