Job Description
Job Description
**6 month contract**
Must-Haves:
1+ years of experience within device support, IT Support roles
Experience re-imaging (Mac & PC)
Comfortable working with ServiceNow for tracking assets
Familiarity with AD/SCCM/JAMF
Detail-oriented, organized, and able to follow inventory/documentation processes
Strong customer service for internal stakeholders
Plusses:
Experience designing for large language models (LLMs), AI, or chat agents
UX Architecture or UX Design background (would receive preference).
Technical writing background is acceptable only if strong IA + CX design experience is present.
Responsibilities:
Technical Proficiency: Display basic knowledge of PC and Mac troubleshooting, Active Directory, SCCM, and JAMF.
Customer Service: Deliver excellent customer support in person, over the phone, and in writing. Manage user expectations and professionally de‐escalate stressful situations.
Ticket Management: Utilize ServiceNow for ticket updates, assignments, closures, sorting, and filtering. Prioritize and manage the ticket queue effectively.
Troubleshooting: Provide Tier 1 support for connectivity issues, peripherals, and hardware/software break‐fix scenarios. Handle password resets and multifactor authentication setup and resets.
Escalation: Triage and escalate complex issues appropriately via Slack channels, phone, or ServiceNow to the correct teams or team members.
Inventory & Asset Management: Perform basic asset inventory tasks including scanning hardware into inventory, arranging warranty repairs and replacements, imaging new PC and Mac machines, maintaining stock rooms, and conducting physical asset counts.
Shipping & Receiving: Manage the shipping and receiving of hardware for new hires and break‐fix replacements.
Process Documentation: Create clear and accurate process documentation as needed to support IT operations.
Eagerness to Learn: Demonstrate a willingness to learn Zillow Group’s IT processes and procedures to become an effective contributor to the team.
Description:
The Field Service Technician will also be responsible for maintaining accurate inventory records, documenting work performed, and following established processes for asset tracking and chain of custody. This role works closely with logistics and IT teams to ensure hardware is prepared, deployed, and returned efficiently. Attention to detail, organization, and the ability to follow standardized procedures are key to success in this position. Day‐to‐day responsibilities include re‐imaging devices as a daily requirement, performing break/fix work, and handling shipping and receiving of hardware. The technician will process device upgrades, prepare equipment for reuse, and help clear an existing re‐image backlog, initially averaging 10–15 devices per week with the potential to scale to 20–40 devices per day depending on workflow. The role also includes inventory and asset management using ServiceNow, ensuring accurate tracking and documentation of all hardware movements.