About the Team

The IT Service Desk and IT Asset Management Teams provide complete, real-time support to DoorDash employees needing IT support or IT equipment. These teams partner closely with other areas of the business and IT to ensure we are always providing the highest level of support to our colleagues, ensuring they can do the best work of their careers.

About the Role

This is a cross functional role between IT Service Desk and IT Asset Management. You will provide dedicated onsite IT support to employees, in addition to handling ticket-based support. You will resolve some tickets independently, while others may require collaboration or escalation to other teams for further assistance. You will also assist with asset inventory, receive asset deliveries, and follow all asset tracking and lifecycle procedures. You will also work closely with the new hire onboarding process, setting up devices and accessories. Additionally, you will frequently collaborate with your peers and partners within the IT department, focusing on process improvements and efficiencies to continuously enhance our ability to support customers. This role requires you to be onsite at our Mexico City office.

You’re excited about this opportunity because you will…

• Ensure the highest levels of customer service in a collaborative environment while helping people resolve IT related issues and requests.
• Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions.
• Troubleshoot end user technical issues via phone, chat, email, or onsite at local office.
• Accurately log/document all Service Desk issues and work efforts using our service management solution.
• Identify and research routine technical problems of varying complexity and follow through to resolution.
• Tracking and maintaining an up to date inventory of all IT assets located in Mexico City
• Following all IT asset and inventory management processes for hardware.
• Managing relationships with hardware vendors, coordinating asset deliveries, handling procurement logistics, and communicating updates to end users
• Manage and maintain AV equipment in conference rooms (neatboard, neatbar, TV’s, mics).
• Configure, deploy and support Zoom Room technologies and troubleshooting system issues.
• Provide AV support for company events and presentations.
• Collaborate on corporate-wide initiatives and team projects.
• Effectively manage and engage with local cross-functional stakeholders to gather requirements, align on priorities, and drive successful operations outcomes.
• Be a customer advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and proactively educating customers with helpful hints or business-based best practices.
• Provide on-call support within the team's rotation.

We’re excited about you because…

• Helping people problem-solve is your passion.
• You thrive in a fast paced customer service environment, preferably within a technical organization
• You enjoy supporting and troubleshooting macOS, ChromeOS and/or Windows platform issues
• You've spent time working in and around iOS and/or Android platforms
• You really know your way around the setup and configuration of end-user desktops/laptops, computer hardware, software, printers, phones, cell phones, and peripherals
• You are at ease using cloud-based communication services such as Slack, Gmail, and Zoom to collaborate with others
• You want to help grow and create a Service Desk people love and can rely on.

Desired Skills and Experience

• Minimum of 5 years experience in a technical support environment
• Bilingual (Spanish/English), able to read, write, and speak Spanish & English proficiently
• Strong familiarity with MacOS, ChromeOS and Windows OS platforms
• Strong familiarity with Google suite of applications (Sheets/Docs/Gmail/etc.)
• Strong written and verbal communication skills
• Strong familiarity with IT asset management tools and processes, including lifecycle tracking, inventory control, and compliance with asset policies.
• Familiarity with scripting languages such as: Python, Bash, or similar.
• Ability to document complex technical issues consistently and thoroughly
• Ability to work both independently and collaboratively
• Strong customer service skills.
• Skills in project management/prioritization of work.
• Experience with Okta and/or other SaaS-based identity management solutions
• Familiarity with Mosyle, Intune, or other MDM solutions
• Ability to move equipment as necessary - up to 50lbs
• Occasional travel to other DoorDash sites and offices as required