IT Analyst, Remote

About Zum:

Zum is a rapidly expanding Series E startup backed by industry leaders Sequoia Capital, SoftBank, Spark Capital, and GIC, with a bold mission to transform the stagnant school transportation industry. Operating in over 15 states across the United States—with flagship hubs in San Francisco, Los Angeles, and Seattle—we are actively extending our reach to the East Coast and Midwest regions. As a technology-driven company, we deploy cutting-edge solutions to manage and operate school district transportation systems while also launching our own charter platform and developing proprietary SaaS offerings. Additionally, we are spearheading a nationwide initiative to electrify school transportation fleets, simultaneously supporting local utilities by feeding much-needed energy back into the grid. We have been recognized as CNBC 50 disruptor, Financial Times 500 fastest growing companies, Fast Company World Changing Ideas.

This position is 100% remote based and will require early morning support for our east coast bus yards. The role also requires 20% travel.

Who You Are:

We are seeking a proactive and customer-focused IT Analyst to join our IT team operating out of the East Coast. Reporting to our Head of IT, the ideal candidate will provide hands-on technical support, manage IT assets, and ensure the smooth operation of daily technology needs across the organization. They will also serve as the primary on-call support technician for our east coast bus yards. This position requires strong troubleshooting skills, a service-oriented mindset, and the ability to support a variety of platforms and systems.

What You’ll Do:

Technical Support & Troubleshooting:

• Provide in-person and remote technical assistance to end-users for hardware, software, and network-related issues. Diagnose, resolve, or escalate issues to appropriate teams when necessary.

Ticket Management:

• Monitor and prioritize incoming support tickets in the helpdesk system. Ensure timely resolution and communication with end-users. Handle ticket escalations and document solutions for future reference

Device & Platform Support:

• Provide support for macOS, Windows, and Android devices. Perform installations, updates, and maintenance to ensure devices remain secure and efficient

Meeting & Collaboration Tools:

• Assist with Zoom meeting setup, configuration, and troubleshooting for both virtual and hybrid meetings

User Account Administration:

• Manage user accounts within Active Directory, Microsoft 365, Google Workspace, or other systems. Handle password resets, account unlocks, and access provisioning

Asset Management & Logistics:

• Maintain accurate asset inventory records

• Coordinate device provisioning, configuration, and shipping for new hires and replacements

Documentation & Process Improvement:

• Maintain detailed records of issues, resolutions, and best practices

• Contribute to improving internal support processes and knowledge base materials

What You Bring To Zūm:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

• 2+ years of experience in IT support or a similar role

• Proficiency with macOS, Windows, and Android environments

• Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Zendesk)

• Knowledge of Active Directory, Microsoft 365, and Google Workspace

• Basic understanding of networking fundamentals (TCP/IP, DNS, VPN)

• Soft Skills: Excellent communication, organization, and customer service abilities

The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of bonus, equity, or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more. The targeted pay range for this role in US CA is: $77,000 – $106,000