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IT Helpdesk Specialist I ID-6476

About Pinterest:

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.

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Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.

Our new progressive work model is called PinFlex, a term that’s uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more.

The IT Operations team at Pinterest solves problems in innovative and creative ways, and this role is an opportunity to have a big impact. You’ll join a team whose mission is to provide technology and services to enable Pinployees to do inspired work from anywhere. As a Helpdesk Specialist, you will be responsible for handling internal escalations and customer service feedback, implementing changes to our service through strategically focused projects and ultimately striving to create a frictionless experience for both internal users and the IT team.

What you’ll do:

  • Provide advanced technical expertise as the escalation point for helpdesk requests and step in for customer service conversations
  • Brainstorm, create and modify new and current IT Ops Helpdesk processes as well as update documentation for increased efficiency
  • Execute on projects that improve the Helpdesk experience for our internal employees and IT team
  • Work cross-functionally with departments to meet company goals and objectives
  • Partner with vendors to maintain high standards with processes, procedures and tools

What we’re looking for:

  • Project focused thinker, who is able to think on a high level, work with team members to comprehend multi-faceted projects and deliver on due dates
  • Bachelor’s degree in a relevant field such as information technology, or equivalent experience
  • Advanced technical background in Mac and Windows computer troubleshooting
  • Strong technical understanding of SaaS tools and the core systems used in a new hire onboarding
  • Strong communication skills as this is a global service team
  • Strong customer service skills, including VIP support
  • Ability leading multiple initiatives to drive results
  • Ability to travel when needed (both domestically and internationally)
  • Must be able to take supervisory direction, change priorities based upon business needs and work independently when required as well as know when to bring issues and questions to the management team for direction and support

Relocation Statement:

  • This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

  • This role is located in our New York office and is required to work onsite.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...