Remote Staff Desktop Systems Specialist Job in United States Mozilla

Who you are

• ITIL Foundations certified
• Supporting Windows and Mac in an enterprise environment
• In-depth SaaS support
• Peer training coaching and feedback experience
• Excellent communication analytical and leadership skills
• Proactive initiative and ownership
• Excellent problem-solving and troubleshooting
• High level of detail in work including tickets knowledge articles training and coaching

Desirables

• Experience with AV hardware and software
• Experience with Google Apps Manager for Google Workspace
• Scripting for IT automation

What the job involves

• Support internal users via Slack Jira Service Management and email with Service Requests and Incidents
• Resolve escalated issues in a global support environment with follow-up
• Conduct weekly ticket reviews with coaching feedback and documentation
• Provide tech training to the Global Service Desk
• Represent the Global Service Desk in larger IT projects across Mozilla
• Administer SaaS applications like Google Workspace Slack and the Atlassian Suite as a Subject Matter Expert
• Drive process improvements
• Monitor software releases and provide user communications
• Manage LDAP user operations and permissions