IT Support Specialist - Provo

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build highperforming teams and design products people love. But we are more than a platformwe are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit determination and a disdain for conventionbut most of all it requires closeknit highfunctioning teams with an unwavering dedication to serving our customers.

When you join one of our teams youll be part of a nimble group thats empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

IT Support Specialist

Why We Have This Role

Qualtrics is seeking an IT Support Specialist to join our IT/Systems organization! Qualtrics teams rely on SaaS applications daily and as we grow so does the complexity of our systems. Our IT Specialists ensure that organizations leverage technology effectively and securely to achieve their goals. The EUC landscape is inherently dynamic demanding continuous adaptation. What was effective last year may be obsolete today. In this role youll thrive on the challenge of staying abreast of evolving technologies within our systems.

Howll Youll Find Success

• As an IT Support Specialist youll be a pivotal force in our EUC environment serving as the face of IT to our users.
• This role demands exceptional versatility requiring you to seamlessly navigate highseverity incidents while simultaneously addressing routine user needs. Imagine managing a critical incident call while rapidly deploying a standby laptop for a user whos forgotten theirs thats the dynamic nature of this position.
• Excellent communicator. Effective communication with endusers is paramount in this role. Youll frequently translate complex technical concepts into clear accessible language ensuring seamless understanding and supportGrowth mindset.
• We embrace a culture of learning understanding that innovation involves experimentation and the occasional setback from which we consistently extract valuable lessonsKnow your stuff.
• Your deep understanding of cuttingedge technologies and enduser computing devices will enable you to provide expert guidance to endusers empowering them to maximize the performance of their laptops

How Youll Grow

• Expanding Skill Sets This role gives you an opportunity to go beyond your core responsibilities. Learn about related IT domains such as network administration office build outs or database role provides an opportunity to gain proficiency in new tools and platforms that are latest in the market.
• Leadership and Mentorship Take on leadership roles in projects or junior IT staff sharing your knowledge and your ability to lead and motivate teams.
• Project Management Gain experience in managing IT projects including planning execution and monitoring. Develop your ability to prioritize tasks manage resources and meet deadlines.
• Proactive Attitude Take initiative and seek out opportunities for growth.
• ProblemSolving Skills Demonstrate your ability to solve complex technical and business problems.
• Adaptability Be willing to adapt to changing technologies and business willing to cover to teammates who are away sick or on PTO.
• Continuous Learning Stay updated with the latest trends and technologies.

Things Youll Do

• Provide first and secondline technical support to endusers including troubleshooting and solutions for Mac Windows VoIP video conferencing and other platforms.
• Respond to IT service desk requests and provide solutions based on existing documentation.
• Perform routine maintenance and system checks manage user accounts and access permissions and document troubleshooting procedures and solutions.
• Create and maintain technical documentation.
• Manage the laptop and desktop lifecycle including peripheral provisioning and equipment disposal and recycling following global processes and information security policies.
• Maintain accurate IT asset records and respond to audit inquiries.
• Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and selfservice options.
• Support desktop equipment (computers phones etc.) by triaging requests identifying root causes taking remedial action and escalating to senior team members when necessary.
• Manage the technology component of employee onboarding/departure including laptop setup and equipment distribution.
• Propose updates to problemsolving documentation when needed.
• Participate in oncall shifts based on followthesun support within business hours.
• As an experience management company we are committed to achieving 100% customer satisfaction.

What Were Looking For On Your Resume

• 2 years of experience as 1st or 2nd tier IT Support
• Degree in Computer Science Information Systems IT or similar or 2 years of practical experience in IT roles (optional)
• Complete understanding of Mac OS X UI and userconfigurable settings
• Familiarity with Windows 10/11 Enterprise OS Azure AD and Intune administration
• Understanding of network fundamentals TCP/IP protocol and wired and wireless Ethernet networks
• Experience administering a user directory service (G Suite or Active Directory)
• Operational knowledge of Apple Business Manager (DEP)
• Understanding of MDM Jamf its use and its technological limitations
• Windows Intune/Autopilot configuration and operational knowledge
• Experience with AV equipment for meeting rooms (Logitech Neat QSC)
• Experience with IT asset management systems
• Soft skills: High EQ selfeducation ability ability to choose the right tool for the job candid and polite communication clear and concise writing good time management
• Aptitudes: Selfsufficiency proactiveness curiosity enthusiasm to learn about IT strong work ethic resilience willingness to build relationships with service users critical thinking planning and analytical abilities
• Zoom system administration skills
• Envoy visitor management system knowledge
• Experience supporting a large laptop environment with a majority of Mac devices

What You Should Know About This Team

• Our team excels through seamless collaboration across IT business partners and system administrators. Youll be a key contributor working closely with diverse stakeholders to deliver critical IT projects. We champion a One Team philosophy fostering strong partnerships with vendors and business stakeholders to achieve daily objectives.
• This position resides within the AMER Infrastructure & Operations team a vital component of our global Infrastructure & Operations organization. We operate on a Follow the Sun model ensuring continuous support across time zones. As part of this youll participate in an oncall rotation during weekday business hours specifically from 9:00 AM to 5:00 PM in your local time zone.
• The AMER Infrastructure & Operations team provides both onsite and remote support to offices located throughout North America LATAM and Canada.

Our Teams Favorite Perks and Benefits

• Wellness Reimbursement $300 per quarter for activities including gym memberships massages workout equipment meditation apps and more
• Experience Bonus ($1800/year) to use on an experience of your choice
• Competitive benefits packages
• Free lunches in the office

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful inperson days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave ActEqual Opportunity EmploymentEmployee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please let your Qualtrics contact/recruiter know.

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