Uber Service Desk Technician III 

United States, West Virginia 

783936639

About the Role

As a Service Desk Level 3 Technician you will be expected to work as a technical escalation for both Level 1 and Level 2 service desk technicians. You will be expected to work cross-organizationally to help develop and influence global service desk procedures and policies, including documentation and implementation. Techs at this level have a broader cross-organizational awareness, and your work will influence change that affects one or more adjacent orgs within the company. Here’s your chance to be a part of Uber history!

What You’ll Do

\ * Provide prompt, confidential and reliable remote and on-site technical support, for a wide range of equipment and software.

\ * Effectively manage and execute on internal projects while maintaining all other duties

\ * Mentor other Service Desk team members

\ * Work across teams to analyze weekly metrics reports by calling out trends, identifying root causes, and completing post-mortems.

\ * Responsible for overseeing internal Service Desk Help Center documentation, reviewing submitted documentation for accuracy and efficiency.

\ * Proactive communication and documentation on service desk related topics

\ * Always on the lookout for optimizing Service Desk operations

\ * Troubleshoot, diagnose and solve complicated technology related problems and issues

What You’ll Need

\ * 3+ years of work experience in Information Technology with emphasis on internal IT support.

\ * Extensive experience with Mac OS X system administration and applications: OS configuration, troubleshooting, and knowledge of applications including MS Office, Chef and CrashPlan

\ * Strong knowledge of Windows PC troubleshooting and application support, including MS Office, Google App Sync, Box Sync.

\ * Advanced knowledge of Google Apps for Business, including comprehensive knowledge of Mail, Calendar, Drive, Docs, and Groups (including Google Admin and GAM)

\ * Working knowledge of AV hardware, Eventboard, and V/C systems (Zoom)

\ * Excellent written and oral communication skills; ability to compile clear and concise data & materials

\ * Ability to shift priorities quickly and act proactively when necessary

\ * Experience participating in cross-functional projects and being solutions oriented

\ * Ability to work effectively with people at all levels both inside and outside of Uber

\ * Good interpersonal skills – capacity to build a variety of strong internal relationships

\ * Experience working with distributed teams using online collaboration to ensure communication, alignment and productivity.

Bonus Points

\ * 5+ years in a help desk role supporting Apple and Windows hardware and software

\ * Experience working in a global support environment

\ * Has experience writing and maintaining technical documentation

\ * Has experience with two factor authentication and SSO

\ * Has experience with Kibana, MIM, and Powershell.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .