Job Details

  • Title: Helpdesk Technician
  • Code: RCI-FB-9455963
  • Location: Menlo Park California (CA) 94025
  • Posted Date: 10/07/2019
  • Duration: 6 Months
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  Job Description


  • Demonstrates a greater willingness to perform shift based work and overtime as the business needs mandate
  • Views reliability as a crucial competency of career development
  • Sets the standard for attendance and punctuality on our team
  • Move around campus as needed
  • Work proficiently with minimal daily guidance
  • Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets as you expand your knowledge of Helpdesk procedures, products, and services
  • Troubleshoot, or escalate issues as necessary, in a timely manner while communicating clearly and proactively throughout the customer experience until resolved
  • Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Helpdesk
  • Provide support for desktop and mobile devices as well as application system environments locally at the Helpdesk or remotely, if needed
  • Observe and comply with Facebook policy and procedures in compliance with organizational aims and objectives
  • Respond to open Task notifications in backlog and accurately triage and escalate employee requests to second-level support when necessary
  • Day-to-day
  • Arrives each day fully prepared to tackle job responsibilities
  • Moves around offices as required to support Helpdesk traffic
  • Recognizes, researches, isolates, and recommends resolution procedures more confidently as time in role progresses

Skills: Must have
  • Exchange troubleshooting experience
  • Office 365 administration experience
  • Mac and Windows troubleshooting experiencecustomer service experience in a similar environment (Genius Bar, Tech Stop, Geek Squad, other helpdesk environment)
  • 1-2 years of mobile device troubleshooting experience (iPhone or Android)
  • G-Suite administration experience
  • Outlook client troubleshooting experience (Mac and Windows)
  • Mobile Device Management administration experience