IT Support Technician
Q2 is seeking an IT Support 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 the internal Helpdesk and must be highly customer service oriented. The team is 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
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
Collaboratively document, develop, and contribute to Helpdesk continual service improvement
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
Provide support for key IT projects
Perform responsibilities within established SOX and security compliance requirements
EXPERIENCE AND KNOWLEDGE:
Up to 2 years of technical experience in an IT organization
Experience with Microsoft InTune and/or JAMF
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 supporting both Windows and Mac workstations
Experience providing effective support to remote users
Preferred:
Bachelor’s Degree in Computer Science/Information Systems or commensurate experience
Experience with Identity Management tools – (SSO)
Experience with Mobile Device Management tools - (MDM)
Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA
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.