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. 

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.

• 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, …