IT Support Analyst at Q2

Austin, Texas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, Digital BankingIndustries

Requirements

Typically requires a Bachelor's degree in an IT-related field or up 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 (EntraID), 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, or related field

Responsibilities

Provide excellent first contact customer service to 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

Skills

Key technologies and capabilities for this role

IT SupportCustomer ServiceIncident ManagementService RequestsWorkstation HardwareWorkstation SoftwareBusiness ApplicationsInstallationConfigurationTroubleshooting

Questions & Answers

Common questions about this position

What benefits does Q2 offer its employees?

Q2 celebrates employees through the 'Circle of Awesomeness' award ceremony, a day of employee celebration, ongoing learning opportunities, mentorship programs, internal mobility, and fun events like the annual Dodgeball for Charity at Q2 Stadium in Austin.

Is this IT Support Analyst role remote or on-site?

The role requires on-site walkup helpdesk support while in office, indicating it is not fully remote and involves office presence.

What are the key responsibilities of the IT Support Analyst?

Key responsibilities include providing first contact customer service, on-site helpdesk support, troubleshooting incidents within SLA, office hardware setup, employee onboarding/offboarding, workstation configuration, Active Directory/Okta/Azure permissions, and maintaining inventory and knowledge base.

What kind of experience is ideal for this position?

The ideal candidate has a diverse technical background and experience supporting a large number of internal customers in a fast-paced environment, with strong customer service orientation.

What is the salary for the IT Support Analyst position?

This information is not specified in the job description.

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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