IT Support Technician
4 weeks ago
About Us
Q2 is a leading provider of mobile banking and technology solutions, serving over 22 million end users through our 1,300 financial institution and fintech clients.
Our Mission
We aim to build strong, diverse communities by strengthening their financial institutions. To achieve this, we invest in the growth and development of our employees through ongoing learning opportunities, mentorship programs, and leadership relationships.
Job Summary
We are seeking an IT Support Technician to join our team. This role will involve providing exceptional customer service, troubleshooting and resolving technical issues, and ensuring the timely completion of assigned projects.
Responsibilities
- Provide excellent first contact customer service to internal customers.
- Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining high customer satisfaction.
- Setup new employee offices and assist with onboarding of new Q2 employees.
- Set up, operate, and troubleshoot audio and visual equipment.
- Provide technical support for audio and video conferencing systems.
- Image, configure, test, and distribute workstations to employees.
- Coordinate escalation and resolution of complex issues with IT teams.
- Help 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.
- Ensure adherence to security, availability, confidentiality, and privacy policies and controls.
- Provide support for key IT projects.
- Perform responsibilities within established SOX and security compliance requirements.
Requirements
- Bachelor's Degree in Computer Applications or Computer Science, or related field, and a minimum of 2 years of related experience.
- 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, Office 365 administrative tasks, and mobile device management tools.
- Experience supporting both Windows and MacOS workstations, and providing effective hardware and software IT support to in-office and remote users.
- Experience with IT ticketing systems, A/V and collaboration tools, and identity management tools.
- Excel skills a plus.
Benefits
- Hybrid work opportunities.
- Flexible time off.
- Career development and mentoring programs.
- Health and wellness benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents.
- Community volunteering and company philanthropy programs.
- Employee peer recognition programs.
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