Job Description Love helping people? We’re looking for a customer-centric, proactive IT Service Desk who thrives in a fast-paced, collaborative environment. This role is ideal for someone who enjoys solving problems, supporting employees face-to-face, and delivering exceptional service every day. You will play a critical onsite support function - providing hands-on technical assistance, while maintaining strong fundamentals in service desk operations. You should be caring, honest, observant, humble, rational, and above all self-aware. Success in this role requires initiative, adaptability, and the confidence to handle tasks both big and small. The Location This is a full-time onsite role based at Zendesk’s San Francisco office: 181 Fremont Street, San Francisco, CA The Role As an IT Associate Service Desk, you will serve as a frontline ambassador of IT while delivering hands-on, in-office technical support. You’ll support Mac and Windows environments, assist with SaaS applications, manage hardware provisioning, and ensure a seamless technology experience for employees. This role blends traditional Tier 1 ticket management with advanced onsite troubleshooting, event support, and direct user engagement. What You’ll Do 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. What You Bring 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. #LI-JH1 The US annualized base salary range for this position is $63,000.00-$95,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com