IT Support Specialist I

About the team The IT Support team at Zillow Group provides technical support that keeps our employees productive and connected. Based in our Lenexa, KS office, this team is responsible for hardware lifecycle and inventory, and day-to-day technology operations that enable our colleagues to deliver great experiences for our customers. About the role 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. You Will Get To 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. 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. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are 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. 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, we’re reimagining how people move—through 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 you're working in tech, sales, operations, or design, you’ll be part of a company that's 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 industry—and your career—forward, 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 Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.