IT Service Desk Engineer - job 1 of 2

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the crypto-economy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: 

• Clear Communication
• Positive Energy
• Efficient Execution
• Continuous Learning

Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. 

Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.

• Providing in-office support for the New York office. 
• Provide amazing day to day support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between.
• Support Coinbase’s SaaS tools, compliance practices, on and off-boarding processes, and calibration hardware in our conference rooms and event spaces.
• Learn, document, train, and support new applications and IT Procedures, always keeping a keen eye on opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for your peers and our user base.
• Participate in IT Operations scrum teams to deliver projects and to continually enhance and scale our service capabilities globally.
• Act as a point of contact on technical matters for local product and operations teams, as well as all other stakeholders.
• Partner with IT Procurement to help coordinate with vendors, and to insure efficient logistics and supply chain processes.
• 1st line troubleshoot any network connectivity concerns and triage to network team as needed.  
• 1st line troubleshoot an AV/ Conf room concerns and triage to AV team as needed.
• Troubleshoot any desk connectivity issues (monitors, keyboards, mouse, physical LAN connections). Replace cables or connectors as needed.  

What we look for in you (ie. job requirements): To be completed by all business teams except Eng. 

• Technical support expertise on macOS, iOS, Chrome OS, and Android operating systems, Windows / AWS Workspaces administration.
• Agent level knowledge of Jira Service Desk, or similar ticketing system.
• Mid-level networking knowledge and troubleshooting ability.
• Strong administration experience with Google for Business, Atlassian, Okta, Jamf, Slack
• Demonstrable troubleshooting methodologies and root cause analysis.
• Able to move and set up hardware and peripherals around the office.
• Excellent communication and time management skills.
• Experience managing service vendors.

Nice to haves:

• Experience project managing medium scale rollouts.
• Scripting and automation experience.
• Experience working in an agile focused delivery environment

Note: This role requires full-time, in-office presence at our New York, NY location. 

Job #: P68759

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Your interview responses, in the form of a voice recording and/or transcript will be assessed in terms of the job qualifications and characteristics listed in the position description above by a human recruiter.  

For other select roles, Coinbase is piloting BrightHire, an AI interview intelligence platform, to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. 

Depending on your role and stage in the application process, you will be informed of more specifics regarding which tool(s) will be used as part of the interview process.  

These interview tools enable us to give a greater number of candidates an initial interview who meet our mandatory hiring criteria. The above pilots are for testing purposes and Coinbase will not use AI to make an employment decision. To request a reasonable accommodation due to disability, please contact [email protected].