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 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
• 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:

• 5+ years of technical experience in an IT organization
• Typically requires Bachelor’s Degree in Information Systems, Computer Science, Engineering or related field
• 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
• Experience with Identity Management tools – (SSO)
• Experience with Mobile Device Management tools - (MDM)
• Experience with A/V and collaboration tools
• Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA
• Experience with Salesforce a plus
• Experience with Excel a plus

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.