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IT Support Specialist - Novato, CA

US

Who We Are

Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 million pairs of glasses sold — and counting!

Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.

Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™  glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives. For more information, please visit zenni.com/press.

Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.

About the Role:

We seek a skilled and motivated IT Specialist to join our team and provide exceptional Tier 1 support. In this client-facing role, you will be the first point of contact for addressing a wide range of technical requests, from Slack posts to help desk tickets. You will be critical in ensuring our helpdesk's smooth and efficient operation, prioritizing requests, and adhering to our service level agreements (SLAs). Reporting to the Manager, IT, you will also support and maintain technological solutions to meet our organization's evolving needs, including installing, troubleshooting, and supporting various computer systems and peripherals.  This role will be on-site at our headquarters in Novato, CA with a schedule of M-F 8am - 4:30pm with a rotating on-call schedule of weekends, 1 weekend every 6 weeks for critical incidents

Responsibilities: 

  • Tier 1 Support: Provide timely and effective technical assistance to end-users via phone, email, chat, and in-person interactions.
  • Helpdesk Management: Efficiently prioritize incoming helpdesk requests, ensuring SLA adherence and escalating complex issues to appropriate teams.
  • Troubleshooting: Diagnose and resolve technical issues related to hardware, software, network connectivity, and applications.
  • User Onboarding: Help onboard new users, set up accounts, and provide basic training on company systems and applications.
  • Documentation: Maintain accurate records of support interactions, solutions, and knowledge base articles.
  • System Maintenance: Perform routine maintenance tasks, such as software updates, security patches, and hardware upgrades.

Basic Qualifications:

  • Degree in Computer Science, Information Systems, or related field
  • 3+ years of experience in End-User Computing and Desktop Support.
  • Proven experience in a Tier 1 support role or a similar customer-facing technical support position.
  • Strong understanding of computer hardware and software, including MacOS and PC systems.
  • Excellent troubleshooting and problem-solving skills.
  • Develop and maintain documentation of hardware, systems, software, and licensing.
  • Ability to communicate technical information clearly and effectively to non-technical audiences.
  • Exceptional customer service skills with a strong focus on client satisfaction.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Excellent time management and organizational skills.
  • Ability to work and achieve goals without frequent supervision
  • Excellent analytical and verbal communication and Strong interpersonal skills

Preferred Qualifications:

  • Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
  • Familiarity with ITIL best practices.
  • Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
  • Experience with PowerShell or batch scripting  a plus
  • Experience with Firewalls, Routing, VPN, and Linux experience a plus

U.S. Perks & Benefits:

  • Annual Bonus Program
  • Healthcare: 100% premiums covered for medical, dental, and vision for employees (50% for dependents)
  • Basic Life and AD&D with option for additional voluntary coverage
  • Short and long term disability coverage
  • 401k with up to 4% match
  • EAP and Spring Health that gives you and dependents access to free therapy and coaching
  • Free access for you and your family to our digital wellness platform - Wellness Coach
  • Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate
  • Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents
  • Family forming & fertility support and services through Maven
  • Annual Zenni Gift Card - to use towards our products!

Compensation

In addition to other forms of compensation like perks and benefits, the estimated range for this role is $46,000 - $66,000. The final offer will be determined based on permissible, non-discriminatory factors such as skill set, experience, geographical location, market conditions, and other organizational needs. The Company reserves the right to change, modify, or revisit the salary range for various reasons including business needs.

We look forward to hearing from you!

We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don’t feel you meet all the qualifications.

Zenni Optical is an equal opportunity workplace and considers applications without regard to race, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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