Desktop Support Technician Coursera
Coursera is an educational technology platform that serves the best courses from top universities to millions of learners for free. We embrace learning at scale: our platform features massive courses of hundred thousands of students, automated and crowd-sourced grading, and advanced identity verification. Our learners are a truly global audience from over 190 countries and we have partners from all around the world helping teach.
We?re looking for a bright and eager desktop support technician to help support our growing team at Coursera and ensure we have the best working environment technically.
We?re at a very special time in the life of the company, when we are just starting to have huge impact to millions of lives, and yet are still a small company (100ish people) such that every individual here has a huge role to play in driving where we are going as a company.
Responsible for 120+ systems (95% Mac and 5% Lenovo), with issues coming in via phone, email, remote support, and walk-ups
Help with general IT support, deep troubleshooting, documentation as well as A/V needs and project management
Daily duties can include receiving, prioritizing, documenting, routing, scheduling, and resolving any and all internal IT support requests
Be a part of a 2 person team, and work independently with minimal supervision; self-motivated self-starter that can initiate ideas, effectively prioritize and execute tasks in a fast paced environment, escalating when necessary
Help aid internal moves with adds or changes to equipment (computer hardware, cables)
3+ years of IT or Desktop Support / System Administration
Familiarity with networking / distributed computing environment concepts; local and network based user and group accounts and permissions including technical knowledge of current software protocols and Internet standards, including TCP/IP (IP4 and IPv6), subnetting, DNS, WINS, DHCP
Ability to set expectations and provide exceptional customer service
Experience utilizing desktop management tools such as Ghost, LanDesk or equivalent
Experience supporting and administering cloud applications, including Box, Google Apps for the Enterprise, Gmail, Calendaring, Drive, Sites, Groups, and Google+
Experience training and explaining complex topics to end users, and interacting candidly and positively with management
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