IT Support Technician

| Austin
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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.

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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

Location

Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

How would you describe the company’s work-life balance?

I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

Taylor

HR Business Partner

What are Q2 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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