Entry Level IT Helpdesk Technician (Remote - Canada)

Summary 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 Canada. 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. What it takes to succeed: 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. What you'll get: There are a variety of factors that go into determining a compensation range, including but not limited to external market benchmark data and years of experience. Based on the anticipated level of experience that we are seeking, we expect the compensation range for this role to be between $53,000 and $65,000. The actual compensation offered may be influenced by a variety of factors, including the candidate’s experience and skill set. There may be flexibility with the range included in this posting should a candidate be leveled higher or lower than the posted range. This opportunity has the option to be fully remote in locations within Canada’s Eastern time zones. This role is posted to fill an existing position. You can find more information about Yelp's five star benefits here ! Closing At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.” We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, disability, or any other protected status. We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 1-415-969-8488. 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. #LI-Remote Recruiting and Applicant Privacy Notice