Desktop Systems Specialist

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Why Mozilla?

Mozilla Corporation is the non-profit-backed technology company behind pioneering brands like Firefox and Pocket. With over 270 million users worldwide, we aim to make the internet a joyful and trusted resource for everyone. Join us to help empower users and innovate the web.

About the Position & Team

Mozilla is seeking a Service Desk Desktop Specialist to join our Global Service Desk team. This role is ideal for a motivated individual with foundational technical skills who enjoys solving problems and providing excellent support to end users. You’ll work in a fast-paced, collaborative environment while gaining experience with cutting-edge technology and supporting Mozillians globally.

Responsibilities

• Provide support to Mozillians via Slack, Jira Service Management, and email for basic Service Requests and Incidents.
• Assist with resolving issues related to hardware, software, and account access for on-premises and remote employees.
• Support remote meetings and in-person office meetings
• Monitor and triage incoming tickets, escalating complex issues to higher-level staff when necessary.
• Support and maintain SaaS applications such as Google Workspace and Slack under guidance.
• Document solutions and contribute to the team’s knowledge base.
• Learn and apply IT processes and best practices to ensure consistent and efficient service.
• Collaborate with peers and team leads on minor IT projects and initiatives.

Professional Profile

• 1 year of experience in an IT support or related technical role.
• Basic knowledge of Windows and Mac operating systems in an enterprise environment.
• Familiarity with SaaS applications like Google Workspace, Slack, or similar platforms.
• Strong communication and problem-solving skills with a customer-centric approach.
• Ability to follow established processes and document work accurately.
• Interest in learning and growing within an IT environment.

Bonus Points For

• Familiarity with ITIL processes or certification.
• Exposure to AV hardware or software.
• Basic scripting or automation knowledge.

About Mozilla 

Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.

Commitment to diversity, equity, inclusion, and belonging

Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission.  We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities, and expressions.

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at hiringaccommodation@mozilla.com to request accommodation.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws.  Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.

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