IT Analyst

Who you are

• 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

What the job involves

• 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
• 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
• 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

The application process

• End Date: October 12, 2026
• 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!

Benefits

• Work from home opportunities
• Retirement benefits
• My-Time-Off (MTO), an extended vacation policy
• Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
• Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
• Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
• Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
• Employer Matching of Charitable contributions up to $500 USD equivalent/year
• Annual Zoom Store Allowance
• Business Travel Accident Insurance