GAQ424R84Location : Mountain View, CA

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

Databricks is hiring an experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our San Francisco office by resolving all technical issues. You will be an important member of the IT Support team and ensure the best possible user experience is being provided in every interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and slack pings. You will multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems, AV, and other mediums of engagement. You will report to the Sr. Manager, IT Support as part of the CIO's organization.

The impact you will have:

• You will support our core platforms - user support, ticketing, procurement, and provisioning

• You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack

• Document all processes and update current documentation for the established process

• Complete and document assigned project work and provide updates to ensure accuracy

• Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation

• Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders

• Provide the very best customer service experience for all Bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce

• Maintain the asset inventory system and ensure all hardware/software allocations are logged

What we look for:

• Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

• Experience troubleshooting AV/Conference room issues, and Office Network related issues

• Experience working on a high-volume ticketing system (+4000 PM)

• 5+ years of experience or related experience in administering and maintaining ITSM systems and related tools

• Experience providing remarkable support to all levels of staff

• Experience supporting customer IT needs within a global team supporting multiple regions and time zones

• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

• Provide other services to reduce tickets and ticket closure times

• Work with partners to find efficiencies and implement improvements to our internal systems

• Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune

Benefits

• Comprehensive health coverage including medical, dental, and vision

• 401(k) Plan

• Equity awards

• Flexible time off

• Paid parental leave

• Family Planning

• Gym reimbursement

• Annual personal development fund

• Employee Assistance Program (EAP)

• Mental wellness resources

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.