Senior IT Help Desk Specialist

Zscaler • San Jose, CA

13d • $110,400 - $138,000 • Onsite

About The Position

We are looking for a Senior IT Help Desk Specialist to join our team. This is a San Jose, CA role, reporting to the Director, IT Operations - Digital Employee Experience in the IT Digital Employee Experience department. In this position, you will provide comprehensive technical support and ensure smooth IT operations for our employees. This role balances technical expertise and customer service to deliver hands-on troubleshooting, hardware lifecycle management, and a seamless digital employee experience as a key technical touchpoint for our team.

Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Strong communication and customer service skills
• Proficiency with ServiceNow for ticketing and request management
• Expertise in Windows/MacOS, Google Workspace, and Microsoft Office
• Experience supporting diverse hardware platforms
• Experience configuring and supporting Zoom

Nice To Haves

• Experience with Zoom Room equipment setup, troubleshooting, and supporting Zoom Rooms (Knowledge of Logitech gear is a plus)
• Strong emotional intelligence and a customer-first mindset, with a proven ability to provide empathetic, high-touch support in a fast-paced environment
• Exceptional adaptability and resilience, with a track record of thriving in dynamic settings and effectively collaborating across teams to resolve complex issues

Responsibilities

• Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology-related issues, and deliver differentiated, hands-on technical support at our walk-up Genius Bar, serving as a primary touchpoint for a seamless digital employee experience
• Manage the full lifecycle of employee equipment, including setup, configuration, deployment, and maintenance of laptops, desktops, and peripherals, ensuring all standard hardware and software are installed and maintained according to company specifications
• Troubleshoot and resolve network connectivity issues
• Support and maintain conference room technologies, Zoom meeting services, and printers
• Maintain accurate inventory of all IT equipment, software licenses, and assets

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed