At Qualtrics, we create software that the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but 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, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
IT Analyst
Why We Have This Role
Join Us in Transforming End-User Computing. We're on a mission to revolutionize end-user computing and simplify the employee experience. Your work will directly impact how our employees interact with technology, keeping our business agile and competitive. You'll collaborate across departments to create solutions that streamline processes and empower our workforce. Imagine traveling the world to understand our global operations and deliver technology that makes a real difference.
How You’ll Find Success
- The successful candidate will be responsible for providing internal customer support, troubleshooting and solutions related to end-user Mac and Windows computers, VoIP phone system, video conferencing solutions and other platforms and services. Implement, maintain and monitor performance and health of backend and infrastructure systems within the scope of work.
- Operate laptop and desktop lifecycle at Qualtrics by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- Operate computer peripherals provisioning process at Qualtrics by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- SQL analytics: being able to turn employee and IT incident and service request data in MySQL database into information useful for optimizing IT services. Be able to build SQL query like SELECT & SELECT with JOIN SQL statements.
- Coding: able to interpret brief statements such as HTTPs API calls and write basic programing code
- Operate and troubleshoot automated processes for laptop configuration.
- Manage equipment disposal and recycling in accordance with the current Information Security Policy and country-specific accounting practices.
- Manage IT Asset records, entering information about assets changing state into appropriate systems. Regularly monitor accuracy of asset records for APJ assets and take remedial action to improve accuracy and availability of recordkeeping. Respond to audit inquiries seeking evidence of compliance with audit control objectives.
- Be the point of contact for regionally scoped services in the IT portfolio. A service is a tool IT operates in their line of business or a product IT administers for the end users.
- Respond to IT service desk requests and provide solutions based on documentation written by senior team members.
- Educate employees about IT processes and self-service options as part of providing responses to incoming requests
- Support desktop equipment (computers, phones, etc.): triage incoming requests, identify root causes, take remedial action as prescribed by documentation, escalate to senior team members if a case does not fit any of the known solutions.
- Manage the technology component of employee onboarding/departure process: set up laptops for new hires, distribute peripheral equipment according to the established process, monitor incoming tickets for laptop provisioning requests
- Routinely propose updates to problem solving documentation when encountering outdated or absent articles
- Have on-call shift based on follow-the-sun support within business hours.
How You’ll Grow
- Gain exposure to a wide range of technologies and platforms used in end-user computing.
- Develop strong collaboration and communication skills by working across departments to create solutions.
- Learn about the latest trends and best practices in end-user computing through continuous research and development.
- Travel the world to understand global operations and gain insights into diverse work cultures.
- Contribute to the development of innovative solutions that make a real difference in the employee experience.
Things You’ll Do
- Laptop Support: Troubleshooting, configuration, and inventory management.
- Office Infrastructure Support: Network/infrastructure maintenance, equipment setup, and project support.
- Onboarding/Offboarding Support: New employee setup, training, and account deactivation.
- Support and Facilities: Handling support requests, maintaining infrastructure, and coordinating with facilities management.
- Security and Compliance: Policy enforcement, monitoring, and ensuring regulatory compliance.
What We’re Looking For On Your Resume
- A minimum of 2 years experience as a 2nd or 3rd tier IT Support.
- A degree in Computer Science, Information Systems, IT, or similar, or practical experience working in IT roles for at least 4 years (optional)
- Mac OS X - complete understanding of the UI and user-configurable settings.
- Windows - familiarity with administration of Windows 10/11 Enterprise OS, Azure AD and Intune
- Network - understanding of network fundamentals, able to describe operation of TCP/IP protocol in general, able to explain the operation of wired and wireless Ethernet networks.
- Experience administering a user directory service - G Suite or Active Directory.
- Apple Business Manager (DEP) - understanding of what it is, how it works and troubleshooting sequence.
- Jamf - understanding of what it is, how it is used at Q and what are the technological limitations of the tool.
- Windows Intune/Autopilot configuration and operation knowledge and experience
- Experience dealing with AV equipment for meeting rooms like Logitech, Neat, QSC.
- Experience with IT asset management systems.
What You Should Know About This Team
- Self-sufficient and pro-activeness.
- Curiosity and enthusiasm to learn about IT
- Work ethics: sense of ownership, ready to work on unattractive tasks/projects for the benefit of the company
- Resilience: not to be put down by failure / obstacles / rejection
- Willingness to invest time and effort into building long term relationships with consumers of IT services
- Critical thinking: looking for improvements, not accepting the way things are done for granted
- Ability to plan activities for oneself and others, understand dependencies between own work product and inputs to others
- Analytical ability to dissect a problem and find a root cause
Our Team’s Favorite Perks and Benefits
- Private health insurance - top-of-the-range coverage.
- Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have!
- Experience Leave - additional 5 days a year to take for experiences!
- Quarterly Wellness Stipend - reimburse your physical and mental well-being costs.
- Commuter allowance - we take care of your public transport expenses to the office!
- Catered lunches in our Tokyo office - 5 days a week.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.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.Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life.
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