IT Support Technician

As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
Q2 is seeking an IT Helpdesk Technician 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.
RESPONSIBILITIES:

• Provide excellent first contact customer service to our internal customers
• Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction
• Setup new employee offices and assist with on-boarding of new Q2 employees
• Image, 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
• Perform regular file archival and data migrations as necessary
• Collaboratively document, develop, and contribute to Helpdesk continual service improvement
• Maintain inventory of all corporate assets issued to employees
• Participate in rotating on-call shifts approximately once per month
• Provide support for key IT projects
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Perform responsibilities within established SOX and security compliance requirements

EXPERIENCE AND KNOWLEDGE:

• Typically requires Bachelor's Degree in Computer Applications (BCA) or Computer Science (B.Sc. CS) or related field and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent 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 Identity Management tools - (Okta experience a plus)
• Experience with Mobile Device Management tools - (Jamf and Intune experience a plus)
• Experience with an IT ticketing system (Remedy, Jira, ServiceNow, Salesforce, etc.)
• Experience with A/V and collaboration tools
• Excel skills a plus

This position requires fluent written and oral communication in English.
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"

Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute , and The Trevor Project , promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF , and Homes for our Troops , a group helping veterans rebuild their lives with specially adapted homes.
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.