Entry Level IT Helpdesk Technician
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Job Description
Entry-level IT Helpdesk Technician supporting Yelp employees across offices worldwide. Troubleshooting hardware, software, and service requests while helping Yelp connect people with local businesses.
Responsibilities:
- Respond to assigned Helpdesk tickets and provide solutions for reported customer problems
- Identify, troubleshoot, and resolve hardware and software problems or escalate issues when required
- 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 outages or system downtime
- Participate in Helpdesk team projects and ensure completion on time and to specifications
- Triage support requests, resolve issues, and escalate issues to appropriate teams
- Provide tech support to Yelp offices worldwide and customer support to employees across regions
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, and related tools
- 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 address multiple tasks in a dynamic, high-paced work environment
- Previous helpdesk experience is an asset
- Must be located in Canada's Eastern time zone
Benefits:
- Compensation range of $53,000–$65,000
- Option to be fully remote within Canada’s Eastern time zones
- Yelp's five star benefits (details linked in the posting)
- Reasonable accommodations for individuals with disabilities in the job application process
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