IT Support Analyst

Q2 Software • Austin, TX

2d • Onsite

About The Position

Q2 is seeking an IT Support Analyst to effectively address and manage service requests, incidents, events, and monitor their status through resolution while keeping internal customers up to date with status. This individual will be a part of a highly customer service oriented team responsible for effective provisioning, installation/configuration, operation, and maintenance of workstation hardware, software, and business applications. The ideal candidate will have a diverse technical background and experience supporting a large number of internal customers in a fast paced environment. This individual ensures that the level of customer service, timeliness of service requests and incident resolution, and quality completion of assigned projects adhere to Q2’s high standards.

Requirements

• Typically requires a Bachelor's degree in an IT-related field or up to to 3 years of experience related to IT support
• Ability to work individually, as a team, and cross-functionally with other departments to resolve complex issues
• Strong customer service, written, and oral communication skills
• Experience with Active Directory, Azure (EntraID), Okta, Office 365(Exchange)
• Support Experience supporting both Windows and Mac workstations
• Experience providing effective support to remote users over phone or screen
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

• Bachelor’s degree in Information Systems, Computer Science, Engineering or related field
• Experience with Identity Management tools – (SSO) (Okta)
• Experience with Mobile Device Management tools - (MDM) (JAMF, Intune, Okta)
• Experience troubleshooting and supporting MFA (Okta Verify is a +)
• Experience with A/V and collaboration tools (Zoom, Microsoft Teams)
• Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA, CompTIA A+, CompTIA Security+
• Experience with Salesforce
• Experience with the Atlassian Suite (JIRA, Confluence)
• Experience Troubleshooting Endpoint Network Issues
• Experience Troubleshooting & Supporting VPN, DNS, Anti-Virus softwares

Responsibilities

• Provide excellent first contact customer service to our internal customers
• Provide On-site walkup helpdesk support while in office
• Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction in a fast paced work environment
• Office hardware setup and support (Monitors, Docks, Peripherals, Laptops)
• Complete onboarding and offboarding of employees including provisioning/removal of access and asset issue/reclaim
• Configure, test, and distribute workstations to employees
• Coordinate escalation and resolution of complex issues with the appropriate IT teams
• Help to maintain a positive and professional work environment
• Assign appropriate permissions to users in Active Directory, Okta and Azure
• Perform regular file archival and data migrations as necessary
• Collaboratively document, develop, and contribute to Helpdesk continual service improvement in all areas
• Maintain, expand and improve Helpdesk knowledge base documentation
• Maintain inventory of all corporate assets issued to employees
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Participate in rotating on-call shifts approximately once per month and after hours support during shift
• Provide support for key IT projects (Company Event Support, Office Move Projects, Off-Site Support, SOX Audit Work etc.)
• Perform responsibilities within established SOX and security compliance requirements

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees