IT Support Analyst

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** As passionate about our people as we are about our mission.
** Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

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.

RESPONSIBILITIES:
* Provide excellent first contact customer service to our internal customers
* Provide On-site walkup helpdesk support while in office
* Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction in a fast paced work environment
* Office hardware setup and support (Monitors, Docks, Peripherals, Laptops)
* Complete onboarding and offboarding of employees including provisioning/removal of access and asset issue/reclaim
* 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, Okta and Azure
* Perform regular file archival and data migrations as necessary
* Collaboratively document, develop, and contribute to Helpdesk continual service improvement in all areas
* Maintain, expand and improve Helpdesk knowledge base documentation
* 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 and after hours support during shift
* Provide support for key IT projects (Company Event Support, Office Move Projects, Off-Site Support, SOX Audit Work etc.)
* Perform responsibilities within established SOX and security compliance requirements

EXPERIENCE AND KNOWLEDGE:
* Typically requires a Bachelor's degree in an IT-related field or up to to 3 years of experience related to IT support
* Ability to work individually, as a team, and cross-functionally with other departments to resolve complex issues
* Strong customer service, written, and oral communication skills
* Experience with Active Directory, Azure (Entra

ID), Okta, Office 365(Exchange) Support
* Experience supporting both Windows and Mac workstations
* Experience providing effective support to remote users over phone or screen
** PREFERRED:
*** Bachelor’s degree in Information Systems, Computer Science, Engineering or related field
* Experience with Identity Management tools – (SSO)  (Okta)
* Experience with Mobile Device Management tools - (MDM) (JAMF, Intune, Okta)
* Experience troubleshooting and supporting MFA (Okta Verify is a +)
* Experience with A/V and collaboration tools (Zoom, Microsoft Teams)
* Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA, CompTIA A+, CompTIA Security+
* Experience with Salesforce
* Experience with the Atlassian Suite (JIRA, Confluence)
* Experience Troubleshooting Endpoint Network Issues
* Experience Troubleshooting & Supporting VPN, DNS, Anti-Virus softwares
* This position requires fluent written and oral communication in English.
** Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
*** Health & Wellness
*** Hybrid Work Opportunities
* Flexible Time Off
* Career Development…