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Q2 · 2 months ago

IT Support Analyst

Austin, TX

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Q2 is a leading provider of digital banking and lending solutions, dedicated to building strong communities through innovative financial technology. The IT Support Analyst will manage service requests and incidents, ensuring high levels of customer satisfaction while providing technical support for workstation hardware, software, and business applications.

Financial ServicesFinTech

No H1B

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

Qualification

Active DirectoryAzure (EntraID)OktaOffice 365 SupportWindowsMac supportMobile Device ManagementIdentity Management toolsCertifications MTACertifications MSCACertifications etc.A/V collaboration toolsCustomer service skillsTroubleshooting skillsSalesforceAtlassian Suite JIRAAtlassian Suite ConfluenceVPNDNSAnti-Virus supportCommunication skills

Required

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