IT Analyst I

Seeking an IT Analyst I for the San Jose office to provide technical assistance to employees, resolve technology issues, and keep the busy office running smoothly. 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.

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.
• Managing well-developed organizational skills across ticket queues, onboarding tasks, and in-person requests simultaneously, and handling IT equipment as part of regular asset management duties.

Requirements

• Bachelor’s 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 plus.
• 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.
• Clear and patient communication with non-technical users, translating complex issues into straightforward guidance.
• Well-developed organizational skills across ticket queues, onboarding tasks, asset logistics, and requests simultaneously.
• 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.

Pay

Minimum salary range: $35.24 – $81.49 per hour. In addition to the base salary, Zoom has a Total Direct Compensation philosophy that includes base salary, bonus, and equity value. Starting pay is based on qualifications, experience, and location.

Schedule

This role requires on-site presence five (5) days per week at the San Jose, CA office.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our 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. Learn more.