Senior IT Help Desk Specialist

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. We seek innovators who actively use AI to amplify their impact and thrive in an environment where intelligent systems help us stay ahead of evolving threats. We value transparency, constructive debate, and high-performing teams centered on customer obsession, collaboration, ownership, and accountability.

About the role

We are looking for a Senior IT Help Desk Specialist to join our San Jose, CA team. This role reports to the Director of IT Operations - Digital Employee Experience and balances technical expertise with customer service to deliver hands-on troubleshooting, hardware lifecycle management, and a seamless digital employee experience.

Responsibilities

• Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology-related issues
• 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
• Ensure 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

Qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
• 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

Preferred Qualifications

• 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 collaborating across teams to resolve complex issues

Skills

• Problem-solver with a growth mindset and a focus on delivering impact
• Customer-obsessed, building deep empathy for stakeholders
• Positive, constructive, and resilient in high-pressure situations
• Adaptable and thrives in a collaborative, solution-focused environment

Pay

Base Pay Range: $110,400—$138,000 USD

Benefits

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