IT Analyst II

About The Team

We deliver reliable, people-first IT support across Zoom's Seattle offices. 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.
• 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.

Requirements

• Bachelor’s 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 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.
• 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).
• Hold or be working toward Okta Certified Professional.
• Experience at a high-growth technology company with a distributed workforce.
• Ability to lift and move IT equipment as part of regular asset management duties.

Schedule

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.

Pay

Minimum salary range: $42.11 per hour. Maximum: $89.42 per hour. Starting pay will be based on qualifications and experience. Zoom offers a Total Direct Compensation philosophy that includes base salary, bonus, and equity value.

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. Click Learn for more information.