.About the teamThe Zillow End-User Support team provides IT Support to all our internal employees. This team is responsible for providing a best-in-class customer experience! The Zillow End-User Support team will leverage modern tools & platforms to support our customers. Support items include SCCM, JAMF, ServiceNow, Slack, Okta, Office365, VPN, Zoom. We drive improvements by focusing on process & operational efficiencies. About the roleProvides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications. This role has been categorized as a teleworker position. Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events. In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location. Who you areWork efficiently with users to identify root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. Take on task work within our enterprise systems and applications – solving issues in Active Directory, O365, SalesForce, Okta, Service Now, and more.Be familiar with Intune, or other enterprise windows device management and ServiceNow and/or similar ticketing systems.Be familiar with JAMF, or Mac enterprise device management.Assist with Microsoft Exchange and/or Office365 task work - solving mailbox issues; checking and updating distribution lists, creating and handling room resources, shared mailboxes, etc.Consistently lead user life cycle tasks with a standard workflow: provisioning accounts, assigning permissions, imaging and deploying hardware.Set up, monitor, and solve audio-visual systems during company meetings, events, conference rooms, and guest speakers.Scan delivered hardware into inventory; process warranty repairand replacement of broken items; clean and maintain stock rooms; conduct physical asset counts and inventory management.On-site shipping & receiving of hardware for new hires and break/fix machines. (Both Mac and PC)Create and maintain process documentation