At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
IT Support Analyst
Why We Have This Role
Qualtrics is seeking an IT Support Analyst to join our IT/Systems organization! Qualtrics teams rely on SaaS applications daily, and as we grow, so does the complexity of our systems. Our IT Analysts ensure that organizations leverage technology effectively and securely to achieve their goals. The EUC landscape is inherently dynamic, demanding continuous adaptation. What was effective last year may be obsolete today. In this role, you'll thrive on the challenge of staying abreast of evolving technologies within our systems.
How You’ll Find Success
- As an IT Support Analyst, you'll be a pivotal force in our EUC environment, serving as the face of IT to our users.
- This role demands exceptional versatility, requiring you to seamlessly navigate high-severity incidents while simultaneously addressing routine user needs. Imagine managing a critical incident call while rapidly deploying a standby laptop for a user who's forgotten theirs – that's the dynamic nature of this position.
- Excellent communicator. Effective communication with end-users is paramount in this role. You'll frequently translate complex technical concepts into clear, accessible language, ensuring seamless understanding and supportGrowth mindset.
- We embrace a culture of learning, understanding that innovation involves experimentation and the occasional setback, from which we consistently extract valuable lessonsKnow your stuff.
- Your deep understanding of cutting-edge technologies and end-user computing devices will enable you to provide expert guidance to end-users, empowering them to maximize the performance of their laptops
How You’ll Grow
- Expanding Skill Sets - This role gives you an opportunity to go beyond your core responsibilities. Learn about related IT domains, such as network administration, office build outs, or database management.This role provides an opportunity to gain proficiency in new tools and platforms that are latest in the market.
- Leadership and Mentorship - Take on leadership roles in projects or initiatives. Mentor junior IT staff, sharing your knowledge and experience.Develop your ability to lead and motivate teams.
- Project Management - Gain experience in managing IT projects, including planning, execution, and monitoring. Develop your ability to prioritize tasks, manage resources, and meet deadlines.
- Proactive Attitude - Take initiative and seek out opportunities for growth.
- Problem-Solving Skills - Demonstrate your ability to solve complex technical and business problems.
- Adaptability - Be willing to adapt to changing technologies and business needs.Be willing to cover to team-mates who are away sick or on PTO.
- Continuous Learning - Stay updated with the latest trends and technologies.
Things You’ll Do
- Provide first and second-line technical support to end-users, including troubleshooting and solutions for Mac, Windows, VoIP, video conferencing, and other platforms.
- Respond to IT service desk requests and provide solutions based on existing documentation.
- Perform routine maintenance and system checks, manage user accounts and access permissions, and document troubleshooting procedures and solutions.
- Create and maintain technical documentation.
- Manage the laptop and desktop lifecycle, including peripheral provisioning and equipment disposal and recycling, following global processes and information security policies.
- Maintain accurate IT asset records and respond to audit inquiries.
- Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and self-service options.
- Support desktop equipment (computers, phones, etc.) by triaging requests, identifying root causes, taking remedial action, and escalating to senior team members when necessary.
- Manage the technology component of employee onboarding/departure, including laptop setup and equipment distribution.
- Propose updates to problem-solving documentation when needed.
- Participate in on-call shifts based on follow-the-sun support within business hours.
- As an experience management company, we are committed to achieving 100% customer satisfaction.
What We’re Looking For On Your Resume
- 4+ years of experience as 1st or 2nd tier IT Support
- Degree in Computer Science, Information Systems, IT, or similar, or 2+ years of practical experience in IT roles (optional)
- Complete understanding of Mac OS X UI and user-configurable settings
- Familiarity with Windows 10/11 Enterprise OS, Azure AD, and Intune administration
- Understanding of API, REST APIs along with an exposure to basic scripting or DDL
- Understanding of network fundamentals, TCP/IP protocol, and wired and wireless Ethernet networks
- Experience administering a user directory service (G Suite or Active Directory)
- Operational knowledge of Apple Business Manager (DEP)
- Understanding of MDM Jamf, its use, and its technological limitations
- Windows Intune/Autopilot configuration and operational knowledge
- Experience with AV equipment for meeting rooms (Logitech, Neat, QSC)
- Experience with IT asset management systems
- Soft skills: High EQ, self-education ability, ability to choose the right tool for the job, candid and polite communication, clear and concise writing, good time management
- Aptitudes: Self-sufficiency, proactiveness, curiosity, enthusiasm to learn about IT, strong work ethic, resilience, willingness to build relationships with service users, critical thinking, planning, and analytical abilities
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Preferred Skills
- Zoom system administration skills
- Visitor management system knowledge
- Experience supporting a large laptop environment with a majority of Mac devices
What You Should Know About This Team
- Our team excels through seamless collaboration across IT, business partners, and system administrators. You'll be a key contributor, working closely with diverse stakeholders to deliver critical IT projects. We champion a 'One Team' philosophy, fostering strong partnerships with vendors and business stakeholders to achieve daily objectives.
- This position resides within the AMER Infrastructure & Operations team, a vital component of our global Infrastructure & Operations organization. We operate on a 'Follow the Sun' model, ensuring continuous support across time zones. As part of this, you'll participate in an on-call rotation during weekday business hours, specifically from 9:00 AM to 5:00 PM in your local time zone.
- The AMER Infrastructure & Operations team provides both onsite and remote support to offices located throughout North America, LATAM, and Canada.
Our Team’s Favorite Perks and Benefits
- Wellness Reimbursement - $300 per quarter for activities including gym memberships, massages, workout equipment, meditation apps, and more
- Experience Bonus ($1800/year) to use on an experience of your choice
- Competitive benefits packages
- Free lunches in the office
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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