IT Analyst I

What you can expect

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.

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.

• 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.

• Have Bachelors in Science, Engineering, IS, or equivalent experience. Bring 1–3 years of experience in IT support, helpdesk, or desktop engineering roles, or equivalent practical experience. Demonstrate proficiency supporting both macOS and Windows environments in a corporate setting.

• Show familiarity with an IT ticketing system, Service Now experience is a positive. Apply working knowledge of identity and access management concepts, including user provisioning, MFA, and access controls.

• Use 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.

• Demonstrate familiarity with Zoom products (Meetings, Phone, Team Chat, Rooms). Apply general AI fluency comfort using AI‑powered productivity tools in a work setting. Show exposure to asset lifecycle management or inventory tracking processes.

• Hold or be working toward a relevant IT certificate (CompTIA A+, Network+, or equivalent). Bring experience at a technology company or in a corporate environment.

Minimum:

$35.24

Maximum:

$81.49

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary,…