[Remote] Service Desk Technician (Contract) at Wikimedia Foundation

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

CompTIA A+, Google IT Support Certificate, or equivalent work experience in Help Desk/Service Desk/Technical Support role
2+ years experience supporting an on-site IT environment, including laptop and audio/visual equipment support
Ability to troubleshoot and problem solve technical issues across multiple platforms, including but not limited to Zendesk, Slack, Asana, Google Workspace, Zoom, Windows, MacOS
Strong written communication skills, including following & creating reusable documentation
Strong verbal and written ability to communicate technical issues with non-technical users
Ability to successfully manage multiple priorities including urgent tasks
Be comfortable in a highly collaborative, collective, and consensus-oriented environment
Improvement-focused mindset with a proven ability to receive instruction, learn from mistakes, and support others
Must be able to lift 20 lbs or more. (Accommodations can be made should this be an issue.)
Must be able to report to the San Francisco office twice a week (or as needed) to handle onsite tasks

Responsibilities

Respond to and resolve incoming support incidents and requests in Zendesk, including desktop software & SaaS troubleshooting, basic troubleshooting of Windows, Ubuntu Linux, and MacOS operating systems, Google Workspace Enterprise support, and software & license procurement request processing
Inventory/Asset Management & Procurement tasks for Apple, Windows, and Linux laptops, including procurement request processes, onboarding and offboarding from MDM systems, and recording & updating status in inventory system
A/V hardware & system troubleshooting & support
Teleconferencing software troubleshooting & support - Google Meet & Zoom
Live-streaming & webinar hosting support
Hands-on equipment lifecycle tasks - reimaging, e-wasting & shipping laptops
Using documented process and procedure documentation during the entire support workflow
Documenting troubleshooting steps and status using Zendesk ticketing system
Participation in the knowledge management workflow, creating and updating articles during use, and contributing to continual process improvement
Provide technical assistance to Wikimedia Foundation staff, contractors and interns
Ensure service requests are responded to and resolved in a timely manner
Provide best-in-class customer service to Foundation staff, contractors and interns

Skills

Wikimedia Foundation

Operates Wikipedia and free knowledge projects

About Wikimedia Foundation

The Wikimedia Foundation operates Wikipedia and other free knowledge projects, aiming to create a world where everyone can freely access and share knowledge. It provides a platform for users to read, contribute, and share content, while also supporting the volunteer communities that help maintain these projects. The foundation is funded by donations from individuals and institutions, emphasizing its nonprofit status. Unlike many other organizations, it focuses on making knowledge accessible to all without charge, advocating for policies that support free knowledge initiatives. Its goal is to empower individuals to contribute to and benefit from a collective pool of knowledge.

San Francisco, CaliforniaHeadquarters

2003Year Founded

$145.9MTotal Funding

GRANTCompany Stage

Social Impact, EducationIndustries

501-1,000Employees

Benefits

Remote Work Options

Risks

Reliance on Nvidia's AI tech may affect Wikimedia's data processing autonomy.

DSA audit could reveal vulnerabilities requiring significant resources to address.

Decentralized platforms like Mastodon may divert users from Wikipedia.

Differentiation

Wikimedia Foundation operates the world's largest free online encyclopedia, Wikipedia.

It supports a diverse range of projects like Wiktionary and Wikisource.

The Foundation is a non-profit, relying on global donations for funding.

Upsides

Nvidia's NeMo Retriever tech reduced Wikipedia processing time from 30 days to 3 days.

Holistic AI's audit under the DSA enhances Wikimedia's platform safety and accountability.

Collaboration with Open Foundation West Africa combats misinformation during Ghana's elections.

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