IT Support Specialist I

Zillow • Lenexa, KS

1d • Onsite

About The Position

As an IT Support Specialist I, you will be a frontline partner for Zillow employees, helping ensure day-to-day technology runs smoothly. You will resolve issues on both Mac and PC, manage hardware inventory and logistics, and support onboarding for new hires. With support from your team, your work will directly shape employees’ experience with technology, helping them stay focused, connected, and able to deliver great results for our customers. This role has been categorized as an Office position. “Office” employees regularly work at an existing ZG corporate office for approximately 80 to 100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.

Requirements

• Have basic familiarity with PC/Mac troubleshooting and tools such as Active Directory,Intune, and JAMF (or similar technologies), with a willingness to keep learning.
• Bring experience with ServiceNow or a similar ticketing system, or are eager to learn and use one effectively.
• Communicate clearly and professionally with users of varying technical backgrounds, both verbally and in writing.
• Collaborate effectively in a team and maintain a strong customer-service orientation, staying calm and solution-focused.
• Are detail-oriented and organized in handling inventory, documentation, and follow-through on tasks.
• Are motivated to learn Zillow Group’s IT processes and procedures so you can increase your impact on the team.

Responsibilities

• Use ServiceNow to update, assign, sort, and close tickets while effectively prioritizing and managing your ticket queue.
• Manage inventory and assets by tracking hardware in inventory, imaging new machines (PC/Mac), coordinating warranty repairs and replacements, maintaining stock rooms, and performing periodic asset counts.
• Oversee shipping and receiving of hardware for new hires and break-fix replacements, helping ensure a smooth onboarding and support experience.
• Create and update clear process documentation to support IT operations and knowledge sharing.
• Triage and escalate more complex technical issues to the appropriate teams via Slack, phone, or ServiceNow.
• Provide Tier 1 technical support for PC and Mac environments, including connectivity issues, peripherals, and hardware/software break-fix scenarios.
• Deliver in-person, phone, and written support, setting clear expectations with users and professionally de-escalating stressful situations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed