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Desktop Support Technician in San Jose at PayPal

Date Posted: 5/11/2020

Job Snapshot

  • Employee Type:
  • Location:
    San Jose
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal Corporate IT is looking for an energetic focused individual with great interpersonal skills, able to multi-task and coordinate employee needs and technician response in a personable manner. This role will be primarily supporting employees at San Jose and remote telecommuting employees with the latest technology. As a Desktop Support Technician, you will be responsible to continue the troubleshooting and triage work started by our Global Service Desk. You will also help our employees with walk-up instant help questions as well. Both of these tasks require a commitment to timely customer communications and world class customer service skills. Great communication skills both verbally and written are key to success in this position; both to technical teams supporting the tools you use and our customers in business end-user terms. Other responsibilities will include coordinating and facilitating the traffic in the San Jose Tech Lounge. This can range from communications with different teams when identifying trends in certain issues and resolutions, to reaching out to technicians when more help is needed to accommodate heavy Tech Lounge traffic.  Attention to detail, the ability to follow and give directions, technical, leadership, communication and customer skills are all key performance metrics in this role. 

You should be comfortable with:

  • Meeting employees as they arrive at the Tech Lounge support facility.
  • Assess the end-users needs and properly document into Service Now
  • Determine course of action
  • Routing end-users to the next available Tech Lounge Technician
  • Assigning end-user to the Virtual Queue until next available Technician is free.
  • Adapt to the Tech Lounge Environment
  • Assess the overall health of environment of theTech Lounge.
  • Evaluate & Elevate to management unexpected situations needing personal attention.
  • Identify through metrics on mood ofTech Lounge with the ability to adjust.
  • Identify Trends and Opportunities
  • Monitor issues and resolutions
  • Communicate to the proper channels for RCA (Root Cause Analysis)
  • Working in a fast-paced environment.
  • Image PC’s and MAC’s. (Working knowledge of SCCM and Casper)
  • Basic knowledge of Active Directory Users and Computers (ADUC)
  • Enterprise Chat Clients (Teams, Slack)
  • End-User/Client facing configuration of Office 365
  • Conference room and video conferencing support (Microsoft Surface Hub, Polycom)
  • Support Triage steps to determine User, PC, Network, or Application problems
  • An absolutely insatiable desire to monitor, update, and manage a ticket queue with the goal of providing timely updates to clients
  • Network Printer installation / troubleshooting
  • Assist in support of PayPal’s Enterprise Mobility Management platform on corporate and personally owned mobile devices
  • Comfortable supporting mobile hardware (iPad, iPhone, Android) and mobile software (Airwatch, Intune)
  • Management and tracking of inventory through the full Asset Management Life Cycle
  • Providing support across all channels, including chat, email, phone, video, in-person, etc. (the amount of time dedicated to each varies by location)
  • Acting as Smart Hands support for our L3 technical teams which may occur outside of normal business hours
  • Providing on-call support, weekend rotations, and holiday coverage based on business need

Preferred Candidates will demonstrate…

  • Ability to adapt to various situations prioritizing multiple work assignments simultaneously
  • Strong logical thinking, and troubleshooting skills
  • Real world experience with Mac and Windows OS
  • Outstanding customer service skills
  • Excellent organizational skills and multi-tasking abilities
  • Emphasis on task quality (be thorough, detail-oriented, responsible)
  • An ability to work efficiently and effectively without sacrificing quality
  • Strong communications skills and ability to work cohesively as part of a team
  • A desire to continue to learn in the environment

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at