page_title

Duration: 6-month contract with possibility of extension

Location: San Francisco Bay Area (this is a hybrid position)

Hours per week: 40 hours, two days per week onsite in the SF Office.

Summary

This position will provide a mix of remote first level technical support for end-users and onsite support for office operations, including audio/visual support and hardware lifecycle processing; role is approximately 70% remote and 30% onsite at our San Francisco headquarters. Our Foundation staff are based domestically and internationally, requiring world-class customer service. As a knowledge worker role, this position will play a front-line role in organizational knowledge management processes.

Responsibilities

Remote Troubleshooting & Support

Respond to and resolve incoming support incidents and requests in Zendesk, including but not limited to

Desktop software & SaaS troubleshooting & support
Basic troubleshooting of Windows, Ubuntu Linux, and MacOS operating systems including driver & firmware issues
Google Workspace Enterprise support and troubleshooting (Meet, Calendar, Gmail, all others)
Software & license procurement request processing

Inventory/Asset Management & Procurement tasks for Apple, Windows, and Linux laptops, including but not limited to:

Procurement request processes
Onboarding and offboarding from MDM systems
Recording & updating status in inventory system

Onsite & Audio/Visual Support

A/V hardware & system troubleshooting & support
Teleconferencing software troubleshooting & support - Google Meet & Zoom
Live-streaming & webinar hosting support
Hands-on equipment lifecycle tasks - reimaging, e-wasting & shipping laptops

Knowledge & Documentation

Using documented process and procedure documentation during the entire support workflow
Documenting troubleshooting steps and status using Zendesk ticketing system
Participation in the knowledge management workflow, creating and updating articles during use, and contributing to continual process improvement

Customer Service

Provide technical assistance to Wikimedia Foundation staff, contractors and interns.
Ensure service requests are responded to and resolved in a timely manner
Service-oriented approach - able to anticipate, understand and meet the needs of professionals.
Provide best-in-class customer service to Foundation staff, contractors and interns.

Qualifications Required

CompTIA A+, Google IT Support Certificate, or equivalent work experience in Help Desk/Service Desk/Technical Support role.
2+ years experience supporting an on-site IT environment, including laptop and audio/visual equipment support.
Ability to troubleshoot and problem solve technical issues across multiple platforms, including but not limited to Zendesk, Slack, Asana, Google Workspace, Zoom, Windows, MacOS
Strong written communication skills, including following & creating reusable documentation.
Strong verbal and written ability to communicate technical issues with non-technical users.
Ability to successfully manage multiple priorities including urgent tasks.
Be comfortable in a highly collaborative, collective, and consensus-oriented environment.
Improvement-focused mindset with a proven ability to receive instruction, learn from mistakes, and support others.
Must be able to lift 20 lbs or more. (Accommodations can be made should this be an issue.)
Must be able to report to the San Francisco office twice a week (or as needed) to handle onsite tasks.
Familiarity with Wikitext (wiki markup) language and/or MediaWiki is a plus.
Understanding of the free knowledge movement, open-source software, or online rights movements is a plus.

About the Wikimedia Foundation

The Wikimedia Foundation is the nonprofit organization that operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge freely. We host Wikipedia and the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive.

The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive donations from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501(c)(3) tax-exempt organization with offices in San Francisco, California, USA.

As an equal opportunity employer, the Wikimedia Foundation values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We encourage people with a diverse range of backgrounds to apply. We do not discriminate against any person based upon their race, traits historically associated with race, religion, color, national origin, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other legally protected characteristics.

The Wikimedia Foundation is a remote-first organization with staff members including contractors based 40+ countries*. Salaries at the Wikimedia Foundation are set in a way that is competitive, equitable, and consistent with our values and culture. The anticipated annual pay range of this position for applicants based within the United States is US$31/hour to US$48/hour with multiple individualized factors, including cost of living in the location, being the determinants of the offered pay. For applicants located outside of the US, the pay range will be adjusted to the country of hire. We neither ask for nor take into consideration the salary history of applicants. The compensation for a successful applicant will be based on their skills, experience and location.

*Please note that we are currently able to hire in the following countries: Australia, Austria, Bangladesh, Belgium, Brazil, Canada, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Ghana, Greece, India, Indonesia, Ireland, Israel, Italy, Kenya, Mexico, Netherlands, Nigeria, Peru, Poland, Singapore, South Africa, Spain, Sweden, Switzerland, Uganda, United Kingdom, United States of America and Uruguay. Our non-US employees are hired through a local third party Employer of Record (EOR).

We periodically review this list to streamline to ensure alignment with our hiring requirements.

All applicants can reach out to their recruiter to understand more about the specific pay range for their location during the interview process.

If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at recruiting@wikimedia.org or +1 (415) 839-6885.

More information

Applicant Privacy Policy

Wikimedia Foundation

What does the Wikimedia Foundation do?

What makes Wikipedia different from social media platforms?

Our Projects

Our Tech Stack

News from across the Wikimedia movement

Wikimedia Blog

Wikimedia 2030

Create a Job Alert

Interested in building your career at Wikimedia Foundation? Get future opportunities sent straight to your email.

First Name

Last Name

Preferred First Name

Country

Phone

Location (City)

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf

Are you able to commit to working two days per week onsite in the SF Office?

Select...

Are you legally authorized to work in the country which you reside?

Select...

Will you require sponsorship to work in the country with which you reside now or in the future?

Select...

Please note that sponsorship is not allowed for this role. Also, if you are an international candidate, please confirm that your work authorization allows you to work as an independent contractor or your own business entity. Please confirm your knowledge of this by selecting 'Yes'.

Select...

Please note this role is a contract position. Contract roles are not eligible for benefits outside of the required, local statutory benefits (as applicable). Please confirm your knowledge of this by selecting 'Yes'.

Select...

Are you considered a business entity?

Select...

Please select your country of residence

Select...

What is your time zone?

Select...

If you are based in the U.S. please provide your zipcode:

How did you hear about this job?

Are you currently an active member or contributor to any of our communities?

Select...

LinkedIn Profile

I understand that if my application proceeds to the final round, it will be subject to further review via a formal background check including employment verification before a final offer can be made, as appropriate under applicable law

Select...

I certify that the information in this application is true and correct to the best of my knowledge. I understand that providing false information is grounds for denial of employment, or termination of employment should I be hired. Please type your name to electronically sign this document.

Select...

I understand that the following questions below are intended for U.S.-based applicants only and are voluntary.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Wikimedia Foundation’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Service Desk Technician (Contract)

Responsibilities

Remote Troubleshooting & Support

Onsite & Audio/Visual Support

Customer Service

Qualifications Required

About the Wikimedia Foundation

Apply for this job

Voluntary Self-Identification

Voluntary Self-Identification of Disability