At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
Department OverviewOur IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
Job Description
The Workplace Technologies Google Helpdesk Technician position is a full-time employment opportunity within Motorola Solutions. The Workplace team is responsible for the full strategy, architecture, development, deployment, and support for tools that enable Motorola Solutions’ employees to connect, communicate and collaborate more effectively – to act more quickly as business environments change – while ensuring we maintain our strong and vibrant culture. The Helpdesk Technician is responsible for managing L2 tickets across all Workplace Technologies products (such as Google Workspace & LumApps), including troubleshooting technical issues, documenting resolutions, and reporting metrics on tickets. The ideal candidate will have a strong understanding of Google Workspace and experience in a helpdesk or technical support role.
Scope of Responsibilities / Expectations
Provide L1 and L2 level support by responding to helpdesk tickets related to Workplace applications, including Google Workspace, Chromebox maintenance, and LumApps Social Intranet.
Respond to all tickets in a timely and efficient manner
Troubleshoot technical issues related to Google Workspace, including email, calendar, and productivity tools
Document all resolutions to tickets in a clear and concise manner
Manage the ticket lifecycle from intake to closure
Report on ticket metrics, including average response time and resolution time
Stay up-to-date on the latest Google Workspace features and functionality
Provide training and support to users on new Google Workspace features and functionality
Work closely with other members of the Workplace team to resolve complex issues
Desired Background/Knowledge/Skills
Bachelor's degree in Computer Science, Information Technology, or a related field
2+ years of experience in a helpdesk or technical support role
Strong understanding of Google Workspace
Experience with troubleshooting mobile devices is a plus
Familiarity with ServiceNow is a plus
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Strong problem-solving and analytical skills
Ability to work under pressure and meet deadlines
Basic Requirements
Bachelor’s degree in Computer Science, Computer Engineering or a related field
Familiarity with Google Workspace
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNo
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.