Senior IT Help Desk Specialist

Zscaler; United States; On-site; USD 110,000 - 138,000; Full time

Benefits offered by this job

Time off plans for vacation and sick

Parental leave options

Retirement options

In-office perks

Job summary

Zscaler is seeking a Senior IT Help Desk Specialist in San Jose, CA to provide comprehensive technical support and ensure smooth IT operations for employees. The role balances technical expertise with customer service, acting as a primary touchpoint for a seamless digital employee experience.

You will manage equipment lifecycle, troubleshoot connectivity, and support conference rooms and printers, contributing to a high-quality, secure user experience in a fast-paced environment.

Qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain.
• Strong communication and customer service skills.
• Proficiency with ServiceNow for ticketing and request management.
• Expertise in Windows/MacOS, Google Workspace, and Microsoft Office.
• Experience supporting diverse hardware platforms.
• Experience configuring and supporting Zoom.

Responsibilities

• Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology-related issues, including hands-on support at the Genius Bar.
• Manage the full lifecycle of employee equipment, including setup, configuration, deployment, and maintenance of laptops, desktops, and peripherals.
• Troubleshoot and resolve network connectivity issues.
• Support and maintain conference room technologies, Zoom meeting services, and printers.
• Maintain accurate inventory of all IT equipment, software licenses, and assets.

Skills

AI/ML fundamentals

Communication skills

ServiceNow

Windows & MacOS

Google Workspace

Hardware support

Zoom support

Tools

Zoom

Zoom Rooms

Job description

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Senior IT Help Desk Specialist to join our team. This is a San Jose, CA role, reporting to the Director, IT Operations - Digital Employee Experience in the IT Digital Employee Experience department. In this position, you will provide comprehensive technical support and ensure smooth IT operations for our employees. This role balances technical expertise and customer service to deliver hands‑on troubleshooting, hardware lifecycle management, and a seamless digital employee experience as a key technical touchpoint for our team.

What you’ll do (Role Expectations)

• Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology‑related issues, and deliver differentiated, hands‑on technical support at our walk‑up Genius Bar, serving as a primary touchpoint for a seamless digital employee experience
• Manage the full lifecycle of employee equipment, including setup, configuration, deployment, and maintenance of laptops, desktops, and peripherals, ensuring all standard hardware and software are installed and maintained according to company specifications
• Troubleshoot and resolve network connectivity issues
• Support and maintain conference room technologies, Zoom meeting services, and printers
• Maintain accurate inventory of all IT equipment, software licenses, and assets

Who You Are (Success Profile)

• You are a problem-solver who seeks out challenges, energized by finding solutions and knowing that solving hard problems delivers the biggest impact.
• You are a learner with a true growth mindset who never stops developing yourself, actively seeking feedback to become a better partner and a stronger teammate.
• You are customer‑obsessed, building deep empathy for stakeholders and anchoring your decisions in solving real‑world problems.
• You are a positive force who approaches hard problems with constructive energy and a contagious 'can‑do' spirit that inspires your team to stay focused on solutions.
• You are resilient and adaptable, viewing change as an opportunity and maintaining composure and focus in high‑pressure situations.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI‑driven solutions to optimize outcomes within your functional domain
• Strong communication and customer service skills
• Proficiency with ServiceNow for ticketing and request management
• Expertise in Windows/MacOS, Google Workspace, and Microsoft Office
• Experience supporting diverse hardware platforms
• Experience configuring and supporting Zoom

What Will Make You Stand Out (Preferred Qualifications)

• Experience with Zoom Room equipment setup, troubleshooting, and supporting Zoom Rooms (Knowledge of Logitech gear is a plus)
• Strong emotional intelligence and a customer‑first mindset, with a proven ability to provide empathetic, high‑touch support in a fast‑paced environment
• Exceptional adaptability and resilience, with a track record of thriving in dynamic settings and effectively collaborating across teams to resolve complex issues

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job‑related skills, experience, and relevant education or training.

The base salary range listed for this full‑time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$110,400 - $138,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• In‑office perks, and more!

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or required pregnancy‑related support.