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

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! As an IT Helpdesk Technician, your primary responsibilities will be to triage all support requests, resolve issues and escalate issues to the appropriate teams. Working on our global IT Helpdesk team, you will also help us provide excellent customer service to our employees in their goal to connect people with great local businesses! This opportunity requires you to be located in the Eastern time zone of the United States. We welcome applicants from throughout the US. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.

What you’ll do:

• 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.

• 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.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience. 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.

• You may also be offered restricted stock units and benefits.
• This opportunity has the option to be fully remote in locations within the United States’ Eastern time zones.

Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.