Staff Desktop Systems Specialist

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 a pause together
• Country specific holidays plus a day off for your birthday
• One-time home office stipend
• Annual professional development budget
• Quarterly well-being stipend
• Considerable paid parental leave
• Employee referral bonus program
• Other benefits (life/AD&D, disability, EAP, etc. – varies by country)