About the Team

The IT Service Desk Team provides front line, real-time support to DoorDash employees needing computer hardware and software assistance. This team partners closely with other IT teams and business units to ensure we are always providing the highest level of support to  our colleagues, ensuring they can do the best work of their careers.

About the Role

You will spend time working with tickets that have been submitted by teammates to the IT Service Desk via multiple mediums (chat/phone/email/onsite). Some tickets you will work through to resolution, and some you will need to collaborate or escalate to other teams for assistance. You will act as an IT Liaison for our new employees helping to assist in setting up their laptops and other devices/accessories. Sometimes your job is simply to grant permission to a user once you have obtained or verified their eligibility. Additionally, you will often spend time collaborating with your peers and partners within the IT space, working towards implementing process improvements and efficiencies to ensure we are consistently evaluating and improving in our ability to support our customers. This role requires you to be onsite at our headquarters in San Francisco.

You’re excited about this opportunity because you will…

• Ensure the highest levels of customer service in a collaborative environment while helping people resolve issues and problems .
• Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions.
• Troubleshoot end user technical issues via phone, chat, email, or onsite at local office.
• Accurately log/document all Service Desk issues and work efforts using our service management solution.
• Manage and maintain AV equipment in conference rooms (neatboard, neatbar, TV’s, mics).
• Configure, deploy and support Zoom Room technologies and troubleshooting system issues.
• Provide AV support for company events and presentations.
• Follow internal asset and inventory management processes for both hardware and software 
• Collaborate on corporate-wide initiatives and team projects.
• Identify and research routine technical problems of varying complexity and follow through to resolution.
• Be a customer advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and proactively educating customers with helpful hints or business-based best practices.
• Provide on-call support within the team's rotation.

We’re excited about you because…

• Helping people problem-solve is your passion.
• You thrive in a fast paced customer service environment, preferably within a technical organization
• You enjoy supporting and troubleshooting macOS and/or Windows platform issues
• You've spent time working in and around iOS and/or Android platforms
• You really know your way around the setup and configuration of end-user desktops/laptops, computer hardware, software, printers, phones, cell phones, and peripherals
• You are at ease using cloud-based communication services such as Slack, Gmail, and Zoom to collaborate with others
• You want to help grow and create a Service Desk people love and can rely on.

Desired Skills and Experience

• Minimum of 3 years experience in a technical support environment
• Strong familiarity with Mac OS and Windows OS platforms
• Strong familiarity with Google suite of applications (Sheets/Docs/Gmail/etc.)
• Strong written and verbal communication skills
• Familiarity with scripting languages such as: Python, Bash, or similar.
• Ability to document complex technical issues consistently and thoroughly
• Familiarity with Network topology/infrastructure
• Ability to work both independently and collaboratively
• Strong customer service skills.
• Skills in project management/prioritization of work.
• Experience with Okta and/or other SaaS-based identity management solutions
• Familiarity with Workspace One, or other MDM solutions
• Ability to move equipment as necessary - up to 50lbs 
• Occasional travel to other DoorDash sites and offices as required

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to f