IT Analyst I

Zoom • San Jose, CA

2d • $35 - $81 • Onsite

About The Position

Seeking an IT Analyst I for the San Jose office to provide technical assistance to employees, resolve technology issues and keep busy office running smoothly. You will support employees and new hires through hands-on troubleshooting and onboarding. Your work directly shapes the daily experience of every person in the building. This position requires on-site presence five (5)days per week at our San Jose, CA office. Remote or hybrid arrangements are not available for this role.
About the Team
We deliver reliable, people-first IT support across Zoom's San Jose headquarters. We approach every interaction with empathy and curiosity. Furthermore, we don't just close tickets, we want to understand why the problem happened and how to prevent it next time. We exist to make technology invisible so everyone else can focus on their work.

Requirements

• Bachelors in Science, Engineering, IS, or equivalent experience.
• 1–3 years of experience in IT support, helpdesk, or desktop engineering roles, or equivalent practical experience.
• Proficiency supporting both macOS and Windows environments in a corporate setting.
• Familiarity with an IT ticketing system, ServiceNow experience is a positive.
• Working knowledge of identity and access management concepts, including user provisioning, MFA, and access controls.
• Solid troubleshooting fundamentals across hardware, software, networking, and enterprise collaboration and productivity platforms to resolve issues efficiently.
• Communicate clearly and patiently with non-technical users, translating complex issues into straightforward guidance.
• Manage well-developed organizational skills across ticket queues, onboarding tasks, asset logistics, and requests simultaneously.
• Handle IT equipment as part of regular asset management duties, including receiving, staging, and moving devices.
• Familiarity with Zoom products (Meetings, Phone, Team Chat, Rooms).
• General AI fluency comfort using AI-powered productivity tools in a work setting.
• Exposure to asset lifecycle management or inventory tracking processes.
• Hold or be working toward a relevant IT certificate (CompTIA A+, Network+, or equivalent).
• Experience at a technology company or in a corporate environment.

Responsibilities

• Diagnosing and resolving hardware, software, networking, and SaaS application issues across phone, email, and ticketing channels, maintaining SLA compliance and a positive CSAT score.
• Supporting weekly new hire onboarding sessions provisioning devices, configuring accounts, and delivering orientation walkthroughs to ensure a smooth day-one technology experience.
• Managing user lifecycle events provisioning, role transitions, and offboarding across identity platforms and directories, ensuring the right access at the right time.
• Supporting the device lifecycle for the San Jose office: receiving, imaging, inventorying, deploying, tracking, and decommissioning laptops, monitors, peripherals, and accessories.
• Coordinating hardware orders and equipment logistics in partnership with IT Asset Management, Procurement, and Workplace teams.
• Supporting endpoint management initiatives including OS patching, software deployment, and vulnerability remediation in line with security standards.
• Monitoring and troubleshooting office infrastructure printers, and network connectivity coordinating resolution with the appropriate teams.
• Following and maintaining existing knowledge base articles, troubleshooting runbooks, and procedural documentation. Contribute updates and improvements as you identify gaps or better approaches.
• Demonstrating a customer-first mindset, taking ownership of issues and following through to resolution as a chance to build trust.
• Manage well-developed organizational skills across ticket queues, onboarding tasks, and in-person requests simultaneously, and handle IT equipment as part of regular asset management duties.

Benefits

• award-winning workplace culture
• commitment to delivering happiness
• benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level