Helpdesk Technician I

Infotech Sourcing - Menlo Park, CA

Job Title:Helpdesk Technician I

Duration: 6 Months (W2 Possible Conversion)

Location: Menlo Park, CA

Job Category: Information Technology


  • 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

  • Troubleshoot, or escalate issues as necessary, in a timely manner while communicating clearly and proactively throughout the customer experience until resolved

  • Provide support for desktop and mobile devices as well as application system environments locally at the Helpdesk or remotely, if needed

  • Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets as you expand your knowledge of Help Desk procedures, products, and services

  • Observe and comply with Facebook policy and procedures in compliance with organizational aims and objectives

  • Work proficiently with minimal daily guidance

  • Respond to open Task notifications in backlog and accurately triage and escalate employee requests to second-level support when necessary

  • Move around campus as needed

  • Day-to-day

  • Sets the standard for attendance and punctuality on our team

  • Arrives each day fully prepared to tackle job responsibilities

  • Views reliability as a crucial competency of career development

  • Moves around offices as required to support Helpdesk traffic

  • Demonstrates a greater willingness to perform shift based work and overtime as the business needs mandate

  • Recognizes, researches, isolates, and recommends resolution procedures more confidently as time in role progresses

Must have

  • 2-3 years of customer service experience in a similar environment (Genius Bar, Tech Stop, Geek Squad, other helpdesk environment)

  • 1-2 years of Mac and Windows troubleshooting experience

  • 1-2 years of mobile device troubleshooting experience (iPhone or Android)

Nice to have

  • G-Suite administration experience

  • Office 365 administration experience

  • Outlook client troubleshooting experience (Mac and Windows)

  • Exchange troubleshooting experience

  • Mobile Device Management administration experience


  • GED, High School Diploma Required

  • Bachelor's Preferred or equivalent experience

Posted On: Monday, December 9, 2019

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