Senior IT Support/ Help Desk

The Senior IT Support/Help Desk role at Zonberation Group is part of the IT Service Centre, supporting internal users through ticket-based assistance, troubleshooting, and issue resolution. This position emphasizes clear communication with users and technology teams, along with strong knowledge across Windows, macOS, mobile platforms, and video conferencing-related technologies.

Key Responsibilities

• Provide timely, high-quality IT support to internal users by addressing IT inquiries, requests, and incidents through ticket workflows.
• Investigate issues to determine root causes and apply effective solutions that help users navigate company systems smoothly.
• Coordinate between users and technology teams to maintain clear alignment and support timely resolution.
• Complete assigned tasks within required timeframes and manage personal workload and help desk priorities.
• Share relevant expertise with technology teams, business teams, and other stakeholders involved in support and resolution processes.
• Actively pursue self-improvement opportunities and contribute to continuous improvements in IT operations.
• Deliver accurate and exceptional outcomes for internal support requests.

Required Qualifications

• Education: Computer Technology related degree.
• Experience: 5-8 years of IT support or desktop support experience.
• Operating systems and platforms: Working knowledge of Windows and macOS, as well as iOS and Android.
• Networking and video conferencing: Knowledge of networking and video conference technologies.
• Communication: Excellent ability to explain complex IT problems to non-technical individuals.
• Customer service: Strong customer service skills with polite communication and the ability to handle pressure from frustrated users.
• Troubleshooting: Strong IT troubleshooting and problem-solving skills.
• Collaboration: Ability to work effectively in a collaborative team environment.
• Work style: Self-motivated, open to learning, receptive to change and improvement.
• Work management: Ability to manage and prioritize own tasks and help desk issues.
• Additional note: CCNA is preferred.
• macOS experience: macOS: 3 years (Required).

Technology Focus

• Windows
• macOS
• iOS
• Android
• Networking
• Video conference technologies

Work Location and Schedule

• Location: 1199 Coleman Ave, San Jose, CA 95110 (Required)
• Work mode: In person

Employment Details

• Position type: W2 full time
• Pay: $30.00 - $40.00 per hour
• Ability to commute: San Jose, CA 95110 (Required)

Benefits

• Paid time off
• 5 days sick leave
• Free very good work meals
• Gym facilities in the TikTok building

Application Questions

• Your earliest onboarding date? (Required question)
• Your acceptable hourly rate? Considering the role does not provide health insurance and other benefits, but does include 5 days sick leave, plus free very good work meals and gym facilities in the TikTok building.
• Your current working status?
• Please include all the key skills, especially the Mac OS troubleshooting skills, in your resume if applicable.