IT Specialist

Qualtrics • Reston, VA

2d • Hybrid

About The Position

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Qualtrics is seeking a Senior IT Specialist to ensure that our expanding portfolio of SaaS applications, cloud services, and distributed endpoints is managed securely and operates with minimal disruption to business activities. This role exists to deliver reliable, user-centric IT support while enforcing device-management standards and compliance practices that mitigate security and audit risks. This person will standardize and document operational processes, enabling scalable and consistent end-user computing services across regions and time zones. Additionally, the Senior IT Specialist will serve as the regional point of contact for EUC services, translating technical requirements into clear guidance for stakeholders and supporting cross-functional efforts to improve tooling and operational maturity.
Going big everytime. As Senior IT Specialist, you'll be a pivotal force in our EUC environment, serving as the face of IT to our users. This role demands exceptional versatility, requiring you to seamlessly navigate high-severity incidents while simultaneously addressing routine user needs. Imagine managing a critical incident call while rapidly deploying a standby laptop for a user who's forgotten theirs – that's the dynamic nature of this position
Excellent communicator. Effective communication with end-users is paramount in this role. You'll frequently translate complex technical concepts into clear, accessible language, ensuring seamless understanding and support
Growth mindset. The EUC landscape is inherently dynamic, demanding continuous adaptation. What was effective last year may be obsolete today. In this role, you'll thrive on the challenge of staying abreast of evolving technologies within our systems. We embrace a culture of learning, understanding that innovation involves experimentation and the occasional setback, from which we consistently extract valuable lessons
Know your stuff. Your deep understanding of cutting-edge technologies and end-user computing devices will enable you to provide expert guidance to end-users, empowering them to maximize the performance of their laptops
Continuous improvement mindset. Proactively identify recurring issues and inefficiencies, propose measurable improvements to processes and tooling, and collaborate with cross-functional teams to implement solutions that reduce repeat incidents and increase operational efficiency.

Requirements

• 2+ years of experience as 1st or 2nd tier IT Support
• Degree in Computer Science, Information Systems, IT, or similar, or 2+ years of practical experience in IT roles (optional)
• Complete understanding of Mac OS X UI and user-configurable settings
• Familiarity with Windows 10/11 Enterprise OS, Azure AD, and Intune administration
• Understanding of network fundamentals, TCP/IP protocol, and wired and wireless Ethernet networks
• Experience administering a user directory service (G Suite or Active Directory)
• Operational knowledge of Apple Business Manager (DEP)
• Understanding of Jamf, its use at Qualtrics, and its technological limitations
• Windows Intune/Autopilot configuration and operational knowledge
• Experience with AV equipment for meeting rooms (Logitech, Neat, QSC)
• Experience with IT asset management systems
• Soft skills: High EQ, self-education ability, ability to choose the right tool for the job, candid and polite communication, clear and concise writing, good time management
• Aptitudes: Self-sufficiency, proactiveness, curiosity, enthusiasm to learn about IT, strong work ethic, resilience, willingness to build relationships with service users, critical thinking, planning, and analytical abilities

Nice To Haves

• Google Meet system administration skills
• Visitor management system knowledge
• Experience supporting a large laptop environment with a majority of Mac devices

Responsibilities

• Provide first and second-line technical support to end-users, including troubleshooting and solutions for Mac, Windows, VoIP, video conferencing, and other platforms.
• Respond to IT service desk requests and provide solutions based on existing documentation.
• Perform routine maintenance and system checks, manage user accounts and access permissions, and document troubleshooting procedures and solutions.
• Create and maintain technical documentation.
• Manage the laptop and desktop lifecycle, including peripheral provisioning and equipment disposal and recycling, following global processes and information security policies.
• Maintain accurate IT asset records and respond to audit inquiries.
• Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and self-service options.
• Support desktop equipment (computers, phones, etc.) by triaging requests, identifying root causes, taking remedial action, and escalating to senior team members when necessary.
• Manage the technology component of employee onboarding/departure, including laptop setup and equipment distribution.
• Propose updates to problem-solving documentation when needed.
• Participate in on-call shifts based on follow-the-sun support within business hours.
• As an experience management company, we are committed to achieving 100% customer satisfaction.

Benefits

• Wellness Reimbursement - $300 per quarter for activities including gym memberships, massages, workout equipment, meditation apps, and more
• Experience Bonus ($1800/year) to use on an experience of your choice
• Competitive benefits packages
• Free lunches in the office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree