IT Support Analyst

As passionate about our people as we are about our mission.Why Join Q2?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.What Makes Q2 Special?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.Q2 is seeking an IT Support Analyst 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 Provide On-site walkup helpdesk support while in officeTroubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction in a fast paced work environmentOffice hardware setup and support (Monitors, Docks, Peripherals, Laptops)Complete onboarding and offboarding of employees including provisioning/removal of access and asset issue/reclaimConfigure, test, and distribute workstations to employeesCoordinate escalation and resolution of complex issues with the appropriate IT teams Help to maintain a positive and professional work environmentAssign appropriate permissions to users in Active Directory, Okta and AzurePerform regular file archival and data migrations as necessaryCollaboratively document, develop, and contribute to Helpdesk continual service improvement in all areasMaintain, expand and improve Helpdesk knowledge base documentationMaintain inventory of all corporate assets issued to employeesResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered toParticipate in rotating on-call shifts approximately once per month and after hours support during shiftProvide 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 requirementsEXPERIENCE AND KNOWLEDGE:Typically requires a Bachelor's degree in an IT-related field or up to to 3 years of experience related to IT supportAbility to work individually, as a team, and cross-functionally with other departments to resolve complex issuesStrong customer service, written, and oral communication skillsExperience with Active Directory, Azure (EntraID), Okta, Office 365(Exchange) SupportExperience supporting both Windows and Mac workstationsExperience providing effective support to remote users over phone or screenPREFERRED:Bachelor’s degree in Information Systems, Computer Science, Engineering or related fieldExperience 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 SalesforceExperience with the Atlassian Suite (JIRA, Confluence)Experience Troubleshooting Endpoint Network IssuesExperience Troubleshooting & Supporting VPN, DNS, Anti-Virus softwaresThis 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 & WellnessHybrid Work OpportunitiesFlexible Time Off Career Development & Mentoring Programs Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents Community Volunteering & Company Philanthropy Programs Employee Peer Recognition Programs – “You Earned it”Click here to find out more about the benefits we offer.Our Culture & Commitment:We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.Applicants in California or Washington State may not be exempt from federal and state overtime requirements