IT Help Desk Engineer

• Acts Like an Owner: Takes end-to-end accountability for assigned tickets, following up proactively with end-users until full resolution.
• Customer-Centric Problem Solver: Combines technical rigor with empathy, delivering clear and transparent communication to maintain high CSAT.
• Thrives in a Fast-Paced Environment: Adept at prioritizing urgent/VIP requests while managing active queue volume.
• Security & Compliance Minded: Instinctively applies Least Privilege principles and verifies Zero Trust endpoint posture on every support interaction.
• Continuous Learner: Eager to expand technical knowledge across cloud security, identity governance, and AI-driven support automation.

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain, alongside familiarity with leveraging AI tools (e.g., Gemini, ChatGPT, AI ticket assistants) to accelerate troubleshooting and documentation.
• 3–6 years of experience in an IT Helpdesk, ServiceDesk, or Technical Support role within a global enterprise, featuring hands-on proficiency with ServiceNow (incident, service request, and queue management) or equivalent workflow tools.
• Working knowledge of Okta (MFA, SSPR, policy checks), Active Directory, and governance platforms like ConductorOne.
• Proficient in troubleshooting macOS and Windows 10/11, with exposure to Workspace ONE (AirWatch) or equivalent MDM solutions.
• Experience supporting Google Workspace (Gmail, Drive, Calendar), Microsoft 365, Zoom, and password managers (1Password), supported by a solid understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi troubleshooting, and local network diagnostics.

What Will Make You Stand Out (Preferred Qualifications)

• Familiarity with PowerShell, Bash, or ServiceNow hands on experience.
• Hands-on experience managing hardware security tokens (YubiKeys) and privileged account management.
• Proven track record of authoring impactful KB articles or driving ticket deflection initiatives.

#LI-NT1 #LI-Hybrid

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with.

We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging.

Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees.

Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.