IT Analyst

What You Can Expect

As an IT Analyst II in our San Jose office, you are the go-to resource for employees, executives, and new hires navigating their technology: resolving issues quickly, managing the full device lifecycle, and ensuring every first day goes smoothly. The work spans hardware, software, identity management, endpoint security, and the very human skill of translating a frustrating problem into a clear path forward. This is a role for someone who wants to understand root causes, not just close tickets, and who finds genuine satisfaction in making technology invisible so the people around them can focus on their best work. 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

Our IT team delivers reliable, people-first support across Zoom's San Jose offices, approaching every interaction with empathy and a drive to solve the root cause rather than just the symptom. We take pride in making technology invisible so that everyone around us can focus on their best work, and we bring curiosity and care to every ticket we close.

Responsibilities

• Diagnose and resolve hardware, software, networking, and SaaS application issues across phone, email, and ticketing channels, maintaining SLA compliance and positive CSAT scores.
• Deliver dedicated IT support to senior leaders and executives, including priority troubleshooting, device setup, and travel-ready configurations, exercising professionalism and discretion.
• Support new hire onboarding by provisioning devices, configuring accounts, and leading orientation walkthroughs, while managing user lifecycle events including provisioning, role transitions, and offboarding across identity platforms and directories.
• Manage the full device lifecycle for the San Jose office, covering receiving, imaging, inventorying, deploying, tracking, and decommissioning laptops, monitors, peripherals, and accessories, and coordinating hardware orders, RMA processes, and shipping logistics with IT Asset Management, Procurement, and Workplace teams.
• Implement and support endpoint management initiatives including OS patching, software deployment, and vulnerability remediation aligned with security standards, while monitoring and troubleshooting office infrastructure including printers and network connectivity.
• Maintain accurate knowledge base articles, troubleshooting runbooks, and procedural documentation, contributing to continuous improvement through change management processes.

What We're Looking For

• Bachelor's degree in Science, Engineering, MIS, or equivalent experience, with 3+ years in IT support, helpdesk, or desktop engineering roles.
• Proficiency supporting both macOS and Windows environments in a corporate setting.
• Hands-on experience with ServiceNow or a comparable ITSM platform, working knowledge of Okta for user provisioning, MFA, and access management, and experience administering Atlassian Cloud including project configuration, permission schemes, and workflow customization.
• Strong diagnostic skills across hardware, software, networking, and cloud/SaaS applications, with the ability to communicate clearly and patiently with non-technical users.
• Ability to manage competing priorities across ticket queues, onboarding sessions, asset logistics, and ad-hoc requests simultaneously, with a customer-first ownership mindset.
• Familiarity with Zoom products (Meetings, Phone, Team Chat, Rooms), comfort using and supporting AI-powered productivity tools, and foundational network troubleshooting skills including WiFi diagnostics and VLAN awareness.
• Okta Certified Professional certification (held or in progress), experience in a high-growth technology environment, and the physical ability to lift and move IT equipment as part of regular asset management duties.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

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.