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Technical Support Analyst I
2 months ago
The Zillow End-User Support team is dedicated to delivering exceptional IT assistance to our internal workforce. This team is committed to ensuring a superior customer experience by utilizing advanced tools and platforms to assist our users. The support tasks encompass a variety of systems including SCCM, JAMF, ServiceNow, Slack, Okta, Office365, VPN, Zoom, and more. We focus on enhancing processes and operational efficiencies to drive continuous improvement.
About the Role
As an IT Support Specialist, you will have the opportunity to provide daily technical assistance to employees regarding internal desktop systems, software, and hardware. You will be responsible for installing, configuring, and troubleshooting desktop systems, workstations, servers, and network issues within a diverse environment. Your role will include maintaining password security, data integrity, and file system security for the desktop environment. You will communicate complex technical information to both technical and non-technical personnel. Additionally, you may engage in the development of IT and infrastructure projects and conduct training sessions to educate users on various applications.
Key Responsibilities:
- Efficiently collaborate with users to identify the root causes of hardware, software, connectivity, and IT service issues.
- Handle tasks within enterprise systems and applications, resolving issues in Active Directory, O365, SalesForce, Okta, ServiceNow, G-Suite, and more.
- Familiarize yourself with Intune or other enterprise Windows device management tools and ServiceNow or similar ticketing systems.
- Understand JAMF or Mac enterprise device management.
- Assist with Microsoft Exchange and/or Office365 tasks, including resolving mailbox issues and managing distribution lists and shared mailboxes.
- Set up, monitor, and troubleshoot audio-visual systems during meetings, events, and presentations.
- Create and maintain process documentation.
- Exhibit excellent communication skills in person, over the phone, and in writing.
- Demonstrate a keen attention to detail.
- Occasionally travel to support partner offices.
In specific states, the standard base pay range for this role is $44.90 per hour. This range is specific to certain locations and may not apply elsewhere.
In addition to a competitive base salary, this position is eligible for equity awards based on various factors such as experience and performance. Actual amounts will vary.
Who You Are
- Possess a minimum of 2 years of IT experience.
- Exhibit outstanding customer service skills.
- Have familiarity with Active Directory, Microsoft Exchange, telephony systems, basic networking, and Service Desk operations.
- Be adept at explaining technical subjects to both technical and non-technical audiences.
- Demonstrate the ability to work effectively as part of a team.
Zillow is transforming the real estate landscape to make homeownership a reality for more individuals.
As the most-visited real estate website in the United States, Zillow and its affiliates assist individuals in finding and securing their homes through innovative digital solutions and exceptional partnerships. Millions of users visit Zillow Group sites monthly to initiate their home search, relying on us to simplify the moving process. The work we do is pivotal in helping people find their homes, and every role contributes to this mission.
Our commitment to streamlining real estate transactions is backed by a culture of innovation, a dedication to enhancing the employee experience, and a strong focus on Equity and Belonging. We offer comprehensive benefits, including medical, dental, vision, life, and disability coverage, as well as parental leave, family benefits, retirement contributions, and paid time off. We are also setting the standard for future work experiences, ensuring our employees are supported in achieving their best work while maintaining a balanced life.
Zillow Group is an equal opportunity employer dedicated to fostering an inclusive and innovative environment. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
