IT Support Analyst

Q2•Austin, TX

3d•Hybrid

About The Position

Q2 is seeking an IT Support Analyst to provide end-to-end technical support, lead onboarding initiatives, and implement service improvement strategies. This role requires initiative, strong technical acumen, and a proactive approach to solving issues and enhancing user satisfaction.

Requirements

Typically requires a Bachelor’s degree in Information Systems, Computer Science, or a related field and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
Ability to work individually, as a team, and cross functionally to resolve complex issues
Strong customer service, written, and oral communication skills
Experience with Active Directory
Experience with Office 365 administrative tasks
Experience supporting both Windows and MacOS workstations
Experience providing effective hardware and software IT support to in office and remote users
Experience with an IT ticketing system (Remedy, ServiceNow, Salesforce, etc.)
Experience with A/V and collaboration tools
Fluent written and oral communication in English
Authorized to work for any employer in the U.S.

Nice To Haves

Okta experience a plus
Jamf and Intune experience a plus

Responsibilities

Independently resolve complex technical issues for local and remote users
Lead onboarding and IT setup for new hires, ensuring a smooth experience
Provide support and troubleshooting across operating systems and platforms
Coordinate escalation of technical issues and follow through to resolution
Maintain and enhance asset tracking and documentation processes
Contribute to the development and improvement of support standards
Support identity and mobile device management systems
Assign appropriate permissions to users in Active Directory
Perform regular file archival and data migrations as necessary
Perform RESPONSIBILITIES within established SOX and security compliance requirements
Participate in rotating on-call support schedule