• Investigate and resolve complex inquiries related to Navigator system support and Disability Tax • Perform operational tasks such as handling stores, GWIZ requests, orphaned payments, and duplicate tax slip creation • Execute recurring maintenance activities, including system updates and audit documentation • Manage security access, user profiles, and system permissions for Disability and Group Life operations • Partner with the Tax Business Analyst to support the annual Disability Tax project • Contribute to internal and external audits, ensuring compliance and accuracy • Deliver a high level of customer service by responding to inquiries in a timely, professional, and client-focused manner

• Supports the monitoring, investigation, and resolution of technical issues reported by clients or internal teams • Focuses on incident handling, hands-on troubleshooting, data analysis, and pattern identification across cases • Ensures issues are accurately diagnosed, documented, and resolved

Role Description Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. - Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues. - Diagnoses and resolves common technical problems using established tools, procedures, and documentation. - Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system. - Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed. - Gathers required information for investigations and assists with root cause analysis. - Documents new and recurring issues and shares knowledge with other support staff. - Escalates unresolved or complex issues appropriately while maintaining ownership and communication. - Assists with deployment of new or updated software, hardware, and desktop technologies. - Balances multiple requests and priorities effectively in a fast-paced environment. - Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience. - Reviews completed work with senior team members to ensure quality and accuracy. Qualifications - High school diploma or GED required - 1–2 years of IT Service/Help Desk or technical support experience - CompTIA A+ certification or equivalent experience preferred - Strong customer service and communication skills - Stable power and broadband internet connection Requirements - Technical Skills - Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals - Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools - Proficiency with Microsoft Office and common business applications - Familiarity with ticketing systems and ITIL-based processes - Problem Solving & Analysis - Identifies issues, evaluates information objectively, and applies appropriate solutions - Recognizes recurring issues and contributes ideas for prevention or improvement - Documents findings clearly and accurately - Communication - Communicates clearly and professionally with both technical and non-technical users - Explains technical concepts in an audience-appropriate manner - Demonstrates effective listening, empathy, and urgency - Customer Focus - Anticipates user needs and delivers timely, high-quality support - Maintains a positive and service-oriented attitude, even in challenging situations - Adaptability & Learning - Embraces change and new technologies with a positive mindset - Seeks feedback and applies it constructively - Demonstrates a continuous learning mindset - Accountability & Results - Manages time effectively and meets commitments - Takes initiative and follows through on assigned work - Adheres to policies, procedures, and best practices - Professionalism & Integrity - Acts with honesty, reliability, and respect - Treats all users fairly and consistently - Handles difficult conversations professionally and respectfully Benefits - Medical, dental, vision, and disability insurance plans - 401(k) retirement savings plan - PTO (including paid sick time) - 8 paid holidays per year (for salaried and hourly team members)

• Serve as the first point of contact for IT support requests across Zapier's global employee base. • Troubleshoot and resolve hardware (Mac), software, and access issues for our employees. • Perform user account management as part of onboarding and offboarding workflows. • Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume.