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It Helpdesk Technician 🔥


The IT Helpdesk provides tech support to our Yelp offices worldwide. You’ll get the chance to solve technical challenges daily while providing customer support to employees across all of our regions!



The IT Helpdesk Technician’s primary responsibilities will be to triage all level one support requests, resolve issues at the tier one level, 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!



Please note that this opportunity is fully remote and limited to working in MST or PST time zones.



We would 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 Will Do

  • Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.
  • Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation, if required.
  • Follow instructions and pre-established guidelines to perform job functions.
  • Be familiar with Service Level Agreements (SLAs) and proper response times.
  • Phone, chat and inbound ticket queue support for 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.

We Are Looking For

  • 2-3 years Helpdesk technician experience.
  • Highly motivated with a positive attitude and excellent customer service skills.
  • Working knowledge of the following technologies: Google Apps, Office 365 for Mac and PC, Active Directory, software based telephony, Jira service desk, SSO, JAMF, and Airwatch.
  • Familiarity with writing technical documentation.
  • Understands ticket process, workflow and queue management.
  • Ability to work independently and within a team environment.
  • Ability to prioritize and address multiple tasks in a dynamic and high-paced work environment.

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 or disability.



We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco).



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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 accommodations-recruiting@yelp.com or 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. Show more Show less

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