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. 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. 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. What we’re looking for 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, ServiceNow 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. Salary Range or On Target Earnings: 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, bonus and equity value. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations Anticipated Position Close Date: 08/11/26 Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In‑Person is indicated in the job description/posting. 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. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem‑solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth‑focused environment. Our Commitment At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non‑accommodation‑related requests, such as application follow‑ups or technical issues, will not be addressed. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data. #J-18808-Ljbffr Zoom