IT Support Specialist I

About the team

About the role

As an IT Support Specialist you will play a key role in supporting Zillows technology infrastructure. Your work will directly impact the productivity and satisfaction of employees by ensuring they have reliable access to the hardware and technical support they need. You will help maintain high standards of service and contribute to the overall success of Zillows operations.

As an IT Support Specialist You Will Get To:

• Provide Tier 1 technical support for PC and Mac environments including troubleshooting hardware software and connectivity issues.

• Manage and resolve support tickets using ServiceNow ensuring timely updates assignments and closures.

• Deliver excellent customer service in-person over the phone and in writing while managing user expectations and de-escalating stressful situations.

• Triage and escalate complex technical issues to the appropriate teams or team members using Slack phone or ServiceNow.

• Perform inventory and asset management tasks such as scanning hardware arranging warranty repairs or replacements imaging new machines and conducting physical asset counts.

• Oversee shipping and receiving of IT hardware for new hires and break/fix replacements.

• Create and maintain clear process documentation to support IT operations.

• Collaborate with team members to maintain organized stock rooms and ensure accurate inventory records.

Who you are

• Basic familiarity with troubleshooting PC and Mac systems.

• Experience with Active Directory SCCM and JAMF is preferred.

• Comfortable using ServiceNow or similar ticketing systems.

• Strong teamwork skills and the ability to communicate clearly with users of varying technical backgrounds.

• Demonstrated ability to deliver excellent customer service and manage user expectations.

• Capable of prioritizing and managing multiple tasks in a fast-paced environment.

• Willingness to learn Zillow Groups IT processes and procedures.

• Detail-oriented with strong organizational skills for inventory and asset management.

• Ability to document processes clearly and accurately.

• Here at Zillow we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

At Zillow were reimagining how people movethrough the real estate market and through their careers. As the most-visited real estate platform in the U.S. we help customers navigate buying selling financing and renting with greater ease and confidence. Whether youre working in tech sales operations or design youll be part of a company thats reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For in 2025 and included on the PEOPLE Companies That Care 2025 list reflecting our commitment to creating an innovative inclusive and engaging culture where employees are empowered to grow.

No matter where you sit in the organization your work will help drive innovation support our customers and move the industryand your careerforward together.

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 gender identity or Veteran status. 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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.