IT Analyst, Onsite

Zūm•Redwood City, CA

10h•$90,000 - $124,000•Onsite

About The Position

About Zum: Zum is a rapidly expanding Series E startup backed by industry leaders Sequoia Capital, SoftBank, Spark Capital, and GIC, with a bold mission to transform the stagnant school transportation industry. Operating in over 15 states across the United States—with flagship hubs in San Francisco, Los Angeles, and Seattle—we are actively extending our reach to the East Coast and Midwest regions. As a technology-driven company, we deploy cutting-edge solutions to manage and operate school district transportation systems while also launching our own charter platform and developing proprietary SaaS offerings. Additionally, we are spearheading a nationwide initiative to electrify school transportation fleets, simultaneously supporting local utilities by feeding much-needed energy back into the grid. We have been recognized as CNBC 50 disruptor, Financial Times 500 fastest growing companies, Fast Company World Changing Ideas. This position is required to be onsite Monday - Friday at our office in Redwood Shores, CA. If you are not able to meet a 5x/week requirement or do not currently reside in the Bay Area, please do not apply as you will not be considered for the role. We will not provide any relocation for this role. Who You Are: We are seeking a proactive and customer-focused IT Analyst to join our on-site IT team. Reporting to our Head of IT, the ideal candidate will provide hands-on technical support, manage IT assets, and ensure the smooth operation of daily technology needs across the organization. This position requires strong troubleshooting skills, a service-oriented mindset, and the ability to support a variety of platforms and systems.

Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
2+ years of experience in IT support or a similar role
Proficiency with macOS, Windows, and Android environments
Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Zendesk)
Knowledge of Active Directory, Microsoft 365, and Google Workspace
Basic understanding of networking fundamentals (TCP/IP, DNS, VPN)
Excellent communication, organization, and customer service abilities

Responsibilities

Provide in-person and remote technical assistance to end-users for hardware, software, and network-related issues.
Diagnose, resolve, or escalate issues to appropriate teams when necessary.
Monitor and prioritize incoming support tickets in the helpdesk system.
Ensure timely resolution and communication with end-users.
Handle ticket escalations and document solutions for future reference
Provide support for macOS, Windows, and Android devices.
Perform installations, updates, and maintenance to ensure devices remain secure and efficient
Assist with Zoom meeting setup, configuration, and troubleshooting for both virtual and hybrid meetings
Manage user accounts within Active Directory, Microsoft 365, Google Workspace, or other systems.
Handle password resets, account unlocks, and access provisioning
Maintain accurate asset inventory records
Coordinate device provisioning, configuration, and shipping for new hires and replacements
Maintain detailed records of issues, resolutions, and best practices
Contribute to improving internal support processes and knowledge base materials