Senior IT Support Specialist, IT Operations

Company: Chan Zuckerberg
Location: Redwood City
Posted on: February 21, 2025

Job Description:

The TeamAcross our work in Science, Education, and within our communities, we pair technology with grantmaking, impact investing, and collaboration to help accelerate the pace of progress toward our mission. Our Central Operations & Partners team provides the support needed to push this work forward.Central Operations & Partners consists of our Brand & Communications, Community, Facilities, Finance, Infrastructure/IT Operations/Business Systems, Initiative Operations, People, Real Estate/Workplace/Facilities/Security, Research & Learning, and Ventures teams. These teams provide the essential operations, services, and strategies needed to support CZI's progress toward achieving its mission to build a better future for everyone.Our Central Tech team provides technology and security support for CZI and our grantees. We believe that Engineering, IT, and Security are most effective when in sync and learning from each other on a daily basis. Across our three pillars of Infrastructure, Security, and Grantee & Partner Support, we enable our teams to achieve their goals faster and more securely. We leverage technology to automate manual processes, constantly innovate to optimize operations, provide first-class support, and build solutions to enable the scale and execution of our business partners' strategies and initiatives.The OpportunityWe are seeking a motivated and customer-focused person to join our IT support team as a Sr. IT Support Specialist. In this role, you will serve as the primary escalation point for complex technical issues, providing advanced troubleshooting for hardware, software, and network-related problems. You will mentor and support junior technicians, assist with IT process improvements, and contribute to system administration tasks. Additionally, you will play a key role in driving efficiency, ensuring seamless IT operations, and collaborating with our partner teams on projects. This role is ideal for someone with strong leadership skills, deep technical expertise, and a passion for problem-solving in a fast-paced, dynamic environment.What You'll Do

• Act as the escalation point for members of the helpdesk, providing guidance and assistance with complex technical issues related to hardware and application issues across multiple platforms
• Manage a ticket queue and prioritize daily tasks to meet SLA's
• Assist with tracking and reporting on helpdesk performance metrics, such as resolution times, ticket volumes, and SLA compliance
• Create and update documentation around standard operating procedures, knowledge base articles, and user guides
• Lead onboarding or technical training sessions to upskill the team and employees
• Collaborate with our partner IT teams on projects, which may include system migrations, process improvements, and application updates
• Provide technical support to the executive leadership team
• Take part in an after-hours on-call rotationWhat You'll Bring
  • Advanced understanding of multiple operating systems (Apple OS, iOS, Windows) and software applications (Google Workspace, Office 365)
  • Strong problem-solving and communication skills.
  • Ability to work in a fast-paced environment and manage multiple tasks effectively.
  • Ability to balance immediate support needs with long-term projects.
  • Experience mentoring or training junior IT staff, fostering growth, and improving team performance.CompensationThe Redwood City, CA base pay range for this role is $93,000 - $139,000. New hires are typically hired into the lower portion of the range, enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience, as evaluated throughout the interview process. Pay ranges outside Redwood City are adjusted based on cost of labor in each respective geographical market. Your recruiter can share more about the specific pay range for your location during the hiring process.Benefits for the Whole YouWe're thankful to have an incredible team behind our work. To honor their commitment, we offer a wide range of benefits to support the people who make all we do possible.
    • CZI provides a generous employer match on employee 401(k) contributions to support planning for the future.
    • Annual benefit for employees that can be used most meaningfully for them and their families, such as housing, student loan repayment, childcare, commuter costs, or other life needs.
    • CZI Life of Service Gifts are awarded to employees to "live the mission" and support the causes closest to them.
    • Paid time off to volunteer at an organization of your choice.
    • Funding for select family-forming benefits.
    • Relocation support for employees who need assistance moving to the Bay Area.If you're interested in a role but your previous experience doesn't perfectly align with each qualification in the job description, we still encourage you to apply as you may be the perfect fit for this or another role.
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Keywords: Chan Zuckerberg, Redwood City , Senior IT Support Specialist, IT Operations, Accounting, Auditing , Redwood City, California