Support Services Analyst

Quantinuum • Brooklyn Park, MN

23h • $88,000 - $110,000 • Hybrid

About The Position

The Support Services Analyst is a key contributor to the delivery of high-quality, end-to-end IT support across Quantinuum’s global workforce. Bridging first-line responsiveness with deeper second-line
technical troubleshooting, this hands-on role combines technical expertise with a customer-centric mindset to ensure seamless issue resolution. With a focus on triage, issue ownership, and knowledge management, the analyst works collaboratively across IT, Engineering, Enterprise Applications, and Information Security to support endpoints, workplace technologies, and collaboration tools while continuously improving service delivery.

Requirements

• High School Diploma/GED
• Minimum 2+ years of IT support experience across first and second-line responsibilities, ideally in a global or fast-paced environment.
• Certification in at least one of the following: CompTIA, Microsoft and ServiceNow.
• Due to Contractual requirements, must be a U.S. Person defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status
• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

Nice To Haves

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related equivalent field
• Previous troubleshooting experience across Windows, Linux and MacOS environments, with familiarity in modern endpoint management (e.g., Intune, JAMF).
• Previous experience in an environment contributing to Service-focused processes and/or ServiceNow-based ITSM.
• Exposure to enterprise identity systems such as Azure AD, or Google Workspace Admin.
• Experience in a customer-facing IT environment, preferably with VIP or executive support exposure.
• Excellent communication and interpersonal skills, with the ability to translate technical topics to non-technical audiences.
• Understanding of networking basics, identity and access management, and SaaS administration.
• Customer-first mindset with a strong desire to improve the IT support experience.

Responsibilities

• Triage and respond to support requests and incidents submitted via email, or ServiceNow, escalating and resolving issues in accordance with SLAs.
• Provide strong technical support across devices, operating systems, collaboration tools, productivity software, and endpoint security systems.
• Ensure a smooth onboarding and offboarding experience by coordinating local IT setup, access provisioning, and equipment readiness for new hires and departing employees. Act as a subject matter expert in areas such as user access, software configuration, device management, and A/V troubleshooting for in-office and hybrid setups.
• Manage incident lifecycle and ownership of requests from initial intake to closure, ensuring timely and effective communication with end users.
• Collaborate with Engineering and Enterprise Applications on escalated issues, root cause analysis, and service restoration.
• Own local inventory management, by working through regular audits, IT procurement and managing internal warehousing/stock rooms.
• Contribute by participating in key ITIL practices such change, problem, and incident processes, ensuring a strong focus on the overall customer.
• Participate in hardware lifecycle management including asset tracking, imaging, deployment, and returns.
• Maintain and support A/V systems in collaboration rooms and shared spaces, ensuring seamless meetings and presentations.
• Support IT initiatives and projects including software rollouts, system migrations, and compliance activities as required.

Benefits

• Flexible work schedule
• Employer subsidized health, dental, and vision insurance
• 401(k) match for student loan repayment benefit
• Equity, 401k retirement savings plan + 12 Paid holidays and generous vacation + sick time
• Paid parental leave
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED