IT Service Desk Specialist I

About the team

About the role

Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
Maintains passwords, data integrity and file system security for the desktop environment.
Communicates highly technical information to both technical and nontechnical personnel.
Recommends hardware and software solutions, including new acquisitions and upgrades.
May participate in development of information technology and infrastructure projects.
May conduct training programs designed to educate an organization's computer users about basic and specialized applications.

This role has been categorized as a teleworker position.
Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company.
Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

• Work efficiently with users to identify root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services.
  

• Take on task work within our enterprise systems and applications - solving issues in Active Directory, O365, SalesForce, Okta, Service Now, and more.

• Be familiar with Intune, or other enterprise windows device management and ServiceNow and/or similar ticketing systems.

• Be familiar with JAMF, or Mac enterprise device management.

• Assist with Microsoft Exchange and/or Office365 task work - solving mailbox issues; checking and updating distribution lists, creating and handling room resources, shared mailboxes, etc.

• Consistently lead user life cycle tasks with a standard workflow:
  provisioning accounts, assigning permissions, imaging and deploying hardware.

• Set up, monitor, and solve audio-visual systems during company meetings, events, conference rooms, and guest speakers.

• Scan delivered hardware into inventory; process warranty repair and replacement of broken items; clean and maintain stock rooms; conduct physical asset counts and inventory management.

• On-site shipping & receiving of hardware for new hires and break/fix machines.
  (Both Mac and PC)

• Create and maintain process documentation.

• Excellent in-person, phone, and written communication skills.

• Have high attention to detail

• Occasional travel supporting partner offices.

Who you are:

• At least 1 -2 years of IT experience.

• Possess extraordinary customer service skills.

• Familiarity with Active Directory, Microsoft Exchange, telephony systems, basic networking, Service Desk operations.

• Highly skilled at explaining technical subjects to non-technical customers as well as technical customers.

• Ability to work well as part of a team.

• Escalation point for Tier 1.

Get to know us

Zillow is reimagining real estate to make it easier to unlock life's next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences.
Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move.
The work we do is helping people move from dreaming to transacting - and no matter what job you're in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a fundamental commitment to Equity and Belonging.
We're also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life.
But don't just take our word for it.
Read recent reviews on Glassdoor and recent recognition from multiple organizations, including:
the 100 Best Companies to Work For in 2022 list, Glassdoor Employees' Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity.
If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.