Staff Desktop Systems Specialist

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Why Mozilla?

Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser, and Pocket, a service for keeping up with the best content online. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people. 

The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms. 

About this team and role:

Mozilla is seeking an experienced technical expert and influential team member for our Global Service Desk. Our business-savvy IT organization needs an enthusiastic advocate to enable our users' productivity and drive the Mozilla mission both directly and indirectly through the members of the Service Desk. You will surprise and delight our internal users by ensuring they have access to the best technology both individually and collectively. Mozilla is looking for you to build strong relationships, support on-premises and remote employees, and offer peer leadership, training, and support to the Global Service Desk team. You will maintain a positive attitude and thrive in a dynamic, high-pressure environment.

What you’ll do:

• Support Mozillians via Slack, Jira Service Management, and email with their Service Requests and Incidents.
• Resolve escalated issues in a fast-paced, global support environment and provide appropriate follow-up.
• Conduct weekly ticket reviews with peer coaching and feedback, documenting your coaching sessions.
• Provide technical training to members of the Global Service Desk.
• Represent the Global Service Desk on larger IT projects, partnering with various groups throughout Mozilla.
• Administer SaaS applications like Google Workspace, Slack, and the Atlassian Suite, acting as a Subject Matter Expert (SME).
• Drive process improvement changes to lower friction for our Mozillians and improve the Global Service Desk experience.
• Proactively monitor upcoming software releases and patches that affect users and provide communications.
• Manage LDAP user account operations and permissions.

What you’ll bring:

•  ITIL Foundations certified.
• Demonstrated ability supporting both Windows and Mac in an enterprise environment.
• In-depth experience in SaaS support (Atlassian, Google Workspace, Slack, etc.).
• Experience providing peer training, coaching, and feedback.
• Excellent communication, analytical, and leadership skills necessary for independent project work.
• Proactive initiative and a strong sense of ownership, consistently taking action within a circle of influence to drive positive outcomes without needing explicit direction.
• Excellent problem-solving and troubleshooting skills.
• High level of detail in all aspects of work, including tickets, knowledge articles, training, and coaching.

Bonus Points for:

• Experience with AV hardware and software.
• Experience with Google Apps Manager (GAM) for Google Workspace.
• Experience scripting to create IT automation.

What you’ll get:

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team
• Rich medical, dental, and vision coverage
• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
• Quarterly all-company wellness days where everyone takes