IT Analyst II

What you can expect Seeking an IT Analyst II for the Seattle office to provide technical assistance to employees, executives, and teams. Resolve technology issues and keep a busy office running smoothly. You will support employees, executives, 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 Seattle, WA office. Remote or hybrid arrangements are not available for this role.

We deliver reliable, people-first IT support across Zoom's Seattle offices. 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.

Diagnosing and resolving hardware, software, networking, and SaaS application issues across phone, email, and ticketing channels, maintaining SLA compliance and a positive CSAT score. Providing dedicated IT support to senior leaders and executives, including priority troubleshooting, device setup, and travel-ready configurations, with professionalism and discretion. 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 full device lifecycle for the Seattle office: receiving, imaging, inventorying, deploying, tracking, and decommissioning laptops, monitors, peripherals, and accessories. Coordinating hardware orders, RMA processes, and shipping 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. Maintaining accurate knowledge base articles, troubleshooting runbooks , and procedural documentation, and contributing to continuous improvement through change management processes. What we’re looking for Have Bachelors in Science, Engineering, MIS, or equivalent experience. Bring 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 hands-on experience with an ITSM platform ServiceNow required. Apply working knowledge of identity and access management tools, particularly Okta, including user provisioning, MFA, and access requests. Use well-developed diagnostic skills across hardware, software, networking, and cloud/SaaS applications to resolve issues efficiently. Communicate clearly and patiently with non-technical users, translating complex issues into straightforward guidance. Manage competing priorities and well-developed organizational skills across ticket queues, onboarding sessions, asset logistics, and ad-hoc requests simultaneously. A customer-first mindset, you take ownership of issues and follow through to resolution, treating every interaction as a chance to deliver a great experience. Demonstrate familiarity with Zoom products (Meetings, Phone, Team Chat, Rooms). Apply general AI fluency comfort using and supporting AI-powered productivity tools in a corporate environment. Show network troubleshooting experience (WiFi diagnostics, VLAN awareness, basic switch/port identification). Hold or be working toward Okta Certified Professional. Bring experience at a high-growth technology company with a distributed workforce. Ability to lift and move IT