When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.
With more than 27+ billion digitized global historical records, 100 million family trees, and 18 million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives. Passionate about dedicating your work to enriching people’s lives? You belong at Ancestry.Systems Administrator Ancestry is the world's largest online resource for family history. We have helped pioneer the market for online family history research, taking a pursuit that was expensive and time-consuming and making it easy, affordable, and accessible to anyone with an interest in their family history. The foundation of our service is an extensive collection of billions of historical records that we have digitized, indexed and put online over the past 17 years. These digital records and documents, combined with our proprietary online search technologies, tools and collaboration features, have enabled our more than two million subscribers to create over 16 billion historical records, along with millions of DNA results to make meaningful discoveries about the lives of their ancestors. With over 1,400 employees around the world, we are known for our cutting-edge technology, phenomenal innovation, and offer a compelling and rewarding workplace where you will thrive. We seek out passionate people to join our mission of helping people discover, preserve and share their family history. We invite you to explore and discover the many opportunities that await you at Ancestry. Job Description:The Corporate Help Desk Technician will deliver excellent technical/non-technical support with issues related to (but are not limited to) operating system problems, network troubleshooting, new-hire equipment and application troubleshooting. This position will be located in Lehi, Utah.
What you will do...
Managing incoming requests from employees at all levels for technical support. Requests will be submitted via telephone, email or ticketing system. Must be self-motivated and work independently.Manage individual time with multiple and/or competing priorities to meet employee requests. Have an excellent working knowledge of operating systems and hardware repairs.Transform support requests into well-crafted tickets and dispatch to various support teams; ensure quality control.Responsible for the corporate desktops including the rollout of new applications and services as defined by management and engineering.Work to resolve ticketed requests that can be done at-desk for remote users.Must be both able and willing to document problem/solutions in our knowledgebase to empower other team members.Develop and demonstrate an understanding of customer and business needs.Responsible for pioneering the use of new Windows operating systems. Learn, document and train others within the IT department on new operating systems and Office applications. Resolve escalated customer and vendor issues.Resolve daily issues of a complex scope that impact the team and overall business objectives.Obtain equipment, tools, and space needed to support customers.Must act with a sense of urgency and be willing to occasionally support users after normal working hours.
Who you are...
Impeccable customer service attitude and skills.Must be able to lift up to 35 pounds.Great verbal & written communication skills. Proven experience in technical support organization supporting employees and/or customers.Established experience in diagnosing and resolving technical problems with both software and hardware.Ability to learn quickly and innate desire to support others effectively.2 to 5+ years of related IT experience preferred.Macintosh knowledge is desired.Demonstrate knowledge and proficiency in troubleshooting.Experience with Terminal Services and Roaming Profiles.Exceptional working knowledge of desktop operating systems (Windows 8, 7, 2000, Office 2000/3/7/10/13, Macintosh, etc); Microsoft Certifications a plus.Solid working knowledge of desktop applications, especially Microsoft products, such as Office, Lync, & Exchange. Good working knowledge of networked printers.Solid knowledge of networks and hardware / software programs are required.Some experience in Audio Visual is a plus, as well as Telephony. Experience repairing Dell, Lenovo, and Macintosh desktops and laptop systems a plus.#GDSponsored#IND2#LI-MY1Additional Information:
Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.
All job offers are contingent on a background check screen that complies with applicable law. For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.