Senior IT Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build high-performing 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 close-knit high-functioning 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.
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.
Senior IT Specialist
Why We Have This Role
Qualtrics is seeking a Senior IT Specialist to ensure that our expanding portfolio of SaaS applications cloud services and distributed endpoints is managed securely and operates with minimal disruption to business activities. This role exists to deliver reliable user-centric IT support while enforcing device-management standards and compliance practices that mitigate security and audit risks. This person will standardize and document operational processes enabling scalable and consistent end-user computing services across regions and time zones. Additionally the Senior IT Specialist will serve as the regional point of contact for EUC services translating technical requirements into clear guidance for stakeholders and supporting cross-functional efforts to improve tooling and operational maturity.
How Youll Find Success
- Going big everytime. As Senior IT 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 high-severity 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 end-users is paramount in this role. Youll frequently translate complex technical concepts into clear accessible language ensuring seamless understanding and support
- Growth mindset. The EUC landscape is inherently dynamic demanding continuous adaptation. What was effective last year may be obsolete this role youll thrive on the challenge of staying abreast of evolving technologies within our systems. We embrace a culture of learning understanding that innovation involves experimentation and the occasional setback from which we consistently extract valuable lessons
- Know your stuff. Your deep understanding of cutting-edge technologies and end-user computing devices will enable you to provide expert guidance to end-users empowering them to maximize the performance of their laptops
- Continuous improvement mindset. Proactively identify recurring issues and inefficiencies propose measurable improvements to processes and tooling and collaborate with cross-functional teams to implement solutions that reduce repeat incidents and increase operational efficiency.
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 your ability to prioritize tasks manage resources and meet deadlines.
- Proactive Attitude: Take initiative and seek out opportunities for growth.
- Problem-Solving 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 team-mates who are away sick or on PTO.
- Continuous Learning: Stay updated with the latest trends and technologies.
Things Youll Do
- Provide first and second-line technical support to end-users 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 self-service 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 problem-solving documentation when needed.
- Participate in on-call shifts based on follow-the-sun 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 user-configurable 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 Jamf its use at Qualtrics 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 self-education ability ability to choose the right tool for the job candid and polite communication clear and concise writing good time management
- Aptitudes: Self-sufficiency proactiveness curiosity enthusiasm to learn about IT strong work ethic resilience willingness to build relationships with service users critical thinking planning and analytical abilities
- Preferred Skills
- Google Meet system administration skills
- 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 on-call 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 in-person 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. #hybrid
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 Act Equal Opportunity Employment Employee 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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Required Experience:
Senior IC
Key Skills
About Company
The Qualtrics Platform and our specialized AI uncovers insights, prioritizes actions, and empowers everyone to improve customer & employee experiences.
