Associate, IT Service Desk

Zendesk•San Francisco, CA

6d•$63,000 - $95,000•Hybrid

About The Position

Love helping people? We’re looking for a customer-centric, proactive IT Service Desk who thrives in a fast-paced, collaborative environment. This role is ideal for someone who enjoys solving problems, supporting employees face-to-face, and delivering exceptional service every day. You will play a critical onsite support function - providing hands-on technical assistance, while maintaining strong fundamentals in service desk operations. You should be caring, honest, observant, humble, rational, and above all self-aware. Success in this role requires initiative, adaptability, and the confidence to handle tasks both big and small. About Zendesk At Zendesk, we believe outstanding customer experiences come from exceptional service and collaborative teamwork. We lead with empathy, innovate with purpose, and celebrate diversity and inclusion in everything we do. Join our Global Service Desk team and help power the technology experience for our employees worldwide. The Role As an IT Associate Service Desk, you will serve as a frontline ambassador of IT while delivering hands-on, in-office technical support. You’ll support Mac and Windows environments, assist with SaaS applications, manage hardware provisioning, and ensure a seamless technology experience for employees. This role blends traditional Tier 1 ticket management with advanced onsite troubleshooting, event support, and direct user engagement.

Requirements

1–2+ years of experience in IT Support, Service Desk, or Desktop Support.
Strong troubleshooting skills for Mac and Windows environments.
Experience working within a ticketing system (Zendesk preferred).
Familiarity with cloud-based tools such as Okta, Google Workspace (G Suite), Atlassian, JAMF, and Zoom is an advantage.
Basic understanding of networking concepts and endpoint management.
Experience supporting hardware provisioning and asset management processes.
Strong customer service mindset with excellent verbal and written communication skills.
Ability to remain calm, solution-oriented, and professional in high-pressure situations.
Strong time management and ability to prioritize multiple requests effectively.
Willingness to work onsite full-time and support rotating or occasional after-hours needs (e.g., events, escalations).
A collaborative, upbeat work ethic with ownership mentality and continuous learning mindset.

Responsibilities

Serve as an onsite IT ambassador delivering “Best in Class” support experiences.
Provide hands-on support for Mac and Windows laptops and desktops.
Troubleshoot and resolve complex hardware, software, and basic network issues in person.
Set up and deploy new hire equipment (laptops, peripherals, mobile devices).
Provision and deprovision user accounts across cloud-based applications.
Support SaaS applications and internal IT tools (e.g., Okta, Google Workspace, Atlassian, JAMF, Zoom).
Assist with asset lifecycle management including inventory tracking and device recovery.
Provide support for onsite video conferencing systems and Zoom Rooms.
Provide technical support for office and company events.
Manage service desk tickets, ensuring SLA adherence and timely resolution.
Escalate complex issues appropriately while maintaining ownership through resolution.
Train and guide employees on software usage and IT best practices.
Contribute ideas to improve IT processes, workflows, and user experience.
Maintain clear, professional communication across all levels of the organization, including leadership.