IT Help Desk - Washington, DC at Mapbox
San Francisco, CA, US
Maps are no longer static. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data, such as Internet of Things and AR/VR.
 
Whether you’re watching the delivery of your grocery order on Instacart, looking at a gym on ClassPass, sending your snaps on Snap, tracking your personal best on Strava, monitoring your gas budget on Metromile, or checking today’s forecast on The Weather Channel, Mapbox is the location and maps within those apps. We’re changing how people move by live-mapping the world. We are the developer platform for location.
 

What We Do

The IT team has the twin responsibilities of making the technology that every Mapboxer uses as effective and frictionless as possible while also optimizing the performance of our corporate technology stack. We do that by promoting secure, repeatable processes, supporting data wherever it lives, and delivering self-service solutions whenever possible. We also provide superior customer service to our employees wherever they are and whatever they do, connecting them with the right resources through a mix of technology and friendly support, whether they need a new keyboard, access to a cloud application, or even a .

 

Everyone at Mapbox is a customer, a stakeholder, and a partner, often all at the same time. IT has a diverse range of functions, including incident response, laptop support, office networking, audio/visual administration, SaaS application integration, new hire orientation, and end-user training.

What You’ll Do

Mapbox is a global software engineering organization with employees in North America, Europe, and Asia, and our IT team provides excellent support and services wherever they are. You will be part of a follow-the-sun support model, helping your internal customers maintain their highest productivity, even if they are having a bad IT day. You will form part of the IT first response team for all incoming support requests, whether in our ticketing system or walk up. You will embody the spirit of “service first,” translating technical jargon into easy-to-understand instructions, digging to the root of issues, and ensuring that employees have a great experience, starting with their first day.

In this role, you can expect to:

  • Serve as a first responder on the IT Helpdesk team, giving a human side to all the backend systems and technology we use to provide IT services at Mapbox.
  • Troubleshoot issues with computer hardware, access permissions, installed applications, and other IT systems.
  • Provide superior customer support in-person, in our ticketing system, and via chat. Provide the skills for our employees to effectively use our corporate tools and become IT advocates.
  • Support the smooth onboarding of new hires and manage the full employee IT lifecycle. 
  • Maintain the AV equipment and user experience in our conference rooms and large event spaces.
  • Help improve the machine learning behind our helpdesk system by improving content in our knowledge base, training the system to detect patterns in requests, and finding new sources of information to connect the system to.
  • Participate in weekly sprints and IT projects, both as a contributor and as a leader.
  • Grow in your IT career as you learn to administer our suite of SaaS applications and network infrastructure. 

What We Believe are Important Traits for This Role

  • 2-3 years excelling in a support or service environment that prioritizes customer experience, responsiveness, and innovation.
  • Superior communication skills, both spoken and written. You are the connection between our employees and the solution to their issues, so how you communicate has a major impact on their customer experience.
  • A love for problem solving and untangling mysteries. You ask the appropriate clarifying questions to tease out hidden causes of problems and know that things aren’t always what they seem at first glance.
  • Deep hands-on knowledge with macOS 10.14 and later, as well as methods for remote support, security best practices, and common hardware issues.
  • Experience with our IT tools and platforms of choice, including macOS and Windows 10, Okta, GitHub, Slack, Google G Suite, Jamf, Zoom, and ticket management systems.
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What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders: 

  • We value high-performing creative individuals who dig into problems and opportunities.
  • We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
  • We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
  • We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.  
By applying for this position, you acknowledge that you have received the Mapbox Non-US Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application.
 
Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity