Senior IT Help Desk Specialist

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.

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