IT Support Specialist II

About the team The Zillow Fulfillment Center (ZFC) team provides essential IT hardware support for all internal employees at Zillow. Based in Lenexa, KS, the team ensures smooth technology operations by managing inventory, troubleshooting technical issues, and delivering high-quality customer service to staff across the organization. About the role As an IT Support Specialist, you will play a key role in supporting Zillow’s technology infrastructure. Your work will directly impact the productivity and satisfaction of employees by ensuring they have reliable access to the hardware and technical support they need. You will help maintain high standards of service and contribute to the overall success of Zillow’s operations. As an IT Support Specialist, You Will Get To: Provide Tier 1 technical support for PC and Mac environments, including troubleshooting hardware, software, and connectivity issues. Manage and resolve support tickets using ServiceNow, ensuring timely updates, assignments, and closures. Deliver excellent customer service in-person, over the phone, and in writing, while managing user expectations and de-escalating stressful situations. Triage and escalate complex technical issues to the appropriate teams or team members using Slack, phone, or ServiceNow. Perform inventory and asset management tasks, such as scanning hardware, arranging warranty repairs or replacements, imaging new machines, and conducting physical asset counts. Oversee shipping and receiving of IT hardware for new hires and break/fix replacements. Create and maintain clear process documentation to support IT operations. Collaborate with team members to maintain organized stock rooms and ensure accurate inventory records. 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 Basic familiarity with troubleshooting PC and Mac systems. Experience with Active Directory, SCCM, and JAMF is preferred. Comfortable using ServiceNow or similar ticketing systems. Strong teamwork skills and the ability to communicate clearly with users of varying technical backgrounds. Demonstrated ability to deliver excellent customer service and manage user expectations. Capable of prioritizing and managing multiple tasks in a fast-paced environment. Willingness to learn Zillow Group’s IT processes and procedures. Detail-oriented with strong organizational skills for inventory and asset management. Ability to document processes clearly and accurately. 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. Create job alert email notifications. Log into your existing Workday profile, or create a profile to get started. It’s the easiest way to stay in the loop–no application needed. At Zillow, flexibility isn’t a perk–it’s how we work. Cloud HQ is our distributed-first model, built on trust, clear systems, and the belief that you can do great work from wherever you are. It’s not about where you work. It’s about moving forward–together. Apply tot his job Apply To this Job