IT Analyst II

Zoom•Seattle, WA

6d•$87,600 - $186,000•Onsite

About The Position

Seeking an IT Analyst II for the Seattle office to provide technical assistance to employees, executives, and teams. Resolve technology issues and keep a busy office running smoothly. You will support employees, executives, 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 Seattle, WA office. Remote or hybrid arrangements are not available for this role.

Requirements

Bachelors in Science, Engineering, MIS, or equivalent experience.
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.
Hands-on experience with an ITSM platform ServiceNow required.
Working knowledge of identity and access management tools, particularly Okta, including user provisioning, MFA, and access requests.
Well-developed diagnostic skills across hardware, software, networking, and cloud/SaaS applications to resolve issues efficiently.
Clear and patient communication with non-technical users, translating complex issues into straightforward guidance.
Ability to manage competing priorities and well-developed organizational skills across ticket queues, onboarding sessions, asset logistics, and ad-hoc requests simultaneously.
Customer-first mindset, taking ownership of issues and following through to resolution, treating every interaction as a chance to deliver a great experience.
Familiarity with Zoom products (Meetings, Phone, Team Chat, Rooms).
General AI fluency comfort using and supporting AI-powered productivity tools in a corporate environment.
Network troubleshooting experience (WiFi diagnostics, VLAN awareness, basic switch/port identification).
Ability to lift and move IT equipment as part of regular asset management duties.

Nice To Haves

Hold or be working toward Okta Certified Professional.
Experience at a high-growth technology company with a distributed workforce.

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.
Providing dedicated IT support to senior leaders and executives, including priority troubleshooting, device setup, and travel-ready configurations, with professionalism and discretion.
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 full device lifecycle for the Seattle office: receiving, imaging, inventorying, deploying, tracking, and decommissioning laptops, monitors, peripherals, and accessories.
Coordinating hardware orders, RMA processes, and shipping 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.
Maintaining accurate knowledge base articles, troubleshooting runbooks, and procedural documentation, and contributing to continuous improvement through change management processes.