IT Analyst

At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, 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.

The successful candidate will be responsible for proactively troubleshooting technical issues and effectively communicating with internal customers to understand their needs. Embracing continuous learning and adapting to evolving technologies will be key in a fast-paced environment. Collaboration with team members and maintaining meticulous records will enhance productivity and improve service quality. By combining these skills, the specialist will not only excel in their responsibilities but also contribute positively to the overall effectiveness of the IT Support team.

• User Support: Provide internal customer support by troubleshooting and resolving issues related to end-user computers, VoIP systems, and videoconferencing platforms.
• Onsite Assistance: Deliver onsite technical support for company-wide meetings and presentations in conference spaces, ensuring all technology functions properly.
• Ticket Management: Field IT service desk requests and provide solutions based on existing documentation while escalating complex issues to senior team members when necessary.
• Equipment Management: Manage onsite equipment, including triaging incoming requests, setting up new employee laptops, and reclaiming equipment from departing employees.
• Incident Response: Quickly respond to incidents involving Zoom Rooms or other meeting technologies, taking necessary actions to restore functionality as soon as possible.
• Documentation: Update and propose improvements to problem-solving documentation to ensure accuracy and efficiency in troubleshooting processes.
• Travel: Travel to new or updated offices to set up Zoom Rooms, outfit workspaces, and audit IT assets as needed.
• Account Management: Provision and manage user accounts in various IT systems while participating in OS and application update deployments when automated processes fail.

• Fluency in both spoken and written English
• Minimum of 2 years of experience as an IT Support Engineer or in a similar role, preferably with Tier 2 or Tier 3 Helpdesk experience.
• Educational background in Computer Science, Information Systems, IT, or a related field preferred; practical experience may substitute for formal education.
• Familiarity with ticketing systems such as ServiceNow or similar tools, emphasizing workflow automation.
• Bilingual proficiency in English and Spanish is a plus for effective communication with a diverse user base.
• Strong proficiency in Mac OS and experience with Jamf in large Mac environments.
• Proficient with Windows operating systems, including enterprise deployment and tools like Azure AD and Intune Autopilot or SCCM.
• Effective troubleshooting skills for end-user computing, VoIP, and videoconferencing systems.
• High emotional intelligence (EQ) and excellent interpersonal skills for customer service.
• Strong organizational skills with attention to detail and the ability to manage multiple tasks.

• The IT Support team is dedicated to providing exceptional service to internal customers and ensuring a seamless technological experience throughout the organization.
• We emphasize collaboration and proactive problem-solving, managing a diverse range of IT-related issues, from hardware support to software deployment.
• Our team thrives in a dynamic environment, quickly adapting to evolving technology needs while maintaining a strong commitment to customer service and satisfaction.
• With a focus on continuous improvement and education, we equip employees with the tools and knowledge necessary to effectively leverage IT systems.

• Annual Leave: 25 annual leave days per annum plus an additional day for each year of service (to a max of 5).
• Private Medical Insurance - health & dental cover for you and your dependents.
• Wellness - can be reimbursed for a variety of wellness activities via our dedicated platform.
• Qualtrics Experience Program - A bonus each year for an experience of your choosing
• Group Life & Income Protection Insurance
• Free breakfasts, lunches, snacks, and drinks for everyone in the office
• Access to our onsite gym, yoga studio, entertainment/games area, and pub/beer garden