Associate, IT Service Desk at Zendesk in San Francisco, CA

Summary: Zendesk is a company that believes outstanding customer experiences come from exceptional service and collaborative teamwork. They are seeking an IT Service Desk Associate to provide hands-on technical support and ensure a seamless technology experience for employees in a fast-paced environment. Responsibilities: - Serve as an onsite IT ambassador delivering “Best in Class” support experiences - Provide hands-on support for Mac and Windows laptops and desktops - Troubleshoot and resolve complex hardware, software, and basic network issues in person - Set up and deploy new hire equipment (laptops, peripherals, mobile devices) - Provision and deprovision user accounts across cloud-based applications - Support SaaS applications and internal IT tools (e.g., Okta, Google Workspace, Atlassian, JAMF, Zoom) - Assist with asset lifecycle management including inventory tracking and device recovery - Provide support for onsite video conferencing systems and Zoom Rooms - Provide technical support for office and company events - Manage service desk tickets, ensuring SLA adherence and timely resolution - Escalate complex issues appropriately while maintaining ownership through resolution - Train and guide employees on software usage and IT best practices - Contribute ideas to improve IT processes, workflows, and user experience - Maintain clear, professional communication across all levels of the organization, including leadership Required Qualifications: - 1–2+ years of experience in IT Support, Service Desk, or Desktop Support - Strong troubleshooting skills for Mac and Windows environments - Experience working within a ticketing system (Zendesk preferred) - Familiarity with cloud-based tools such as Okta, Google Workspace (G Suite), Atlassian, JAMF, and Zoom is an advantage - Basic understanding of networking concepts and endpoint management - Experience supporting hardware provisioning and asset management processes - Strong customer service mindset with excellent verbal and written communication skills - Ability to remain calm, solution-oriented, and professional in high-pressure situations - Strong time management and ability to prioritize multiple requests effectively - Willingness to work onsite full-time and support rotating or occasional after-hours needs (e.g., events, escalations) - A collaborative, upbeat work ethic with ownership mentality and continuous learning mindset Required Skills: IT Support, Troubleshooting, Mac, Windows Important Skills: SaaS applications, Ticketing system Nice-to-Have Skills: Networking concepts, Asset management, Customer service Benefits: May also be eligible for bonus, benefits, or related incentives