IT Analyst

| Seattle
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Why Qualtrics?

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! Join a company that is dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment.

Primary Responsibilities

The successful candidate will be responsible for providing internal customer support, troubleshooting and solutions related to end-user computer, phone, server, AV and other platforms and services. Assist in implementing, maintaining and monitoring of backend and infrastructure systems. 

  • Field IT service desk requests and provide solutions based on documentation written by senior team members. Working in a global environment, respond to tickets related both to home location and to other company offices in the US and abroad.
  • 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: coordinate new hire laptop setup with a managed service provider, instruct new hires about IT practices at Qualtrics, monitor incoming tickets for laptop provisioning requests
  • Respond to incidents related to Zoom room by taking action required to bring a room back into operation within the shortest time possible
  • Routinely propose updates to problem solving documentation when encountering outdated or absent articles
  • Collaborate with Facilities when a need to deploy physical equipment for a conference room or an information radiator arises by taking care of the software part of the deployment while Facilities take care of the mechanical part

Minimum Qualifications

  • Soft skills
    • High EQ - able to recognize emotions of others and find optimal communication strategy to get past emotions to the substance of the matter
    • Ability to self-educate on technical subjects, such as programming languages, software packages and service processes.
    • Ability to choose the right tool for the job: balance complexity / effort / cost to the outcome.
    • Candid yet polite communicator 
    • Ability to write concise and clear Wiki articles.
    • Good time management skills - know what (s)he is spending time on 
  • Aptitudes
    • 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
  • Mac OS X - complete understanding of the UI and user-configurable settings.
  • 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.
  • G Suite administration experience and skills - account provisioning, task automation, SSO configuration and troubleshooting
  • SQL analytics: being able to turn employee and IT incident and service request data in MySQL database into information useful for optimizing IT services
  • Able to speak English clearly. Able to read and write in English without major grammar or syntax mistakes without computer assistance.
  • Able to lift loads of up to 40 lbs. (IT has to receive and move equipment occasionally). Able to climb ladders, maintaining balance and extending to install equipment (mostly for installation and maintenance of security cameras).
  • Ability to use simple tools such as powered and manual screwdrivers, pliers and wrenches to install IT equipment.
  • Bachelor's degree required 

 Preferred Qualifications 

  • Scripting: be able to understand Python code written by others and perform small changes to keep code in sync with changing interfacing systems
  • 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.
  • Envoy visitor management system: understanding how it operates, how to install a terminal and troubleshoot 
  • Experience installing and administering Linux based operating systems
  • Supported large desktop environment
  • AV system support - understanding of operation of stage microphones, projectors, sound mixers

Qualtrics is an equal opportunity employer

Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and accept all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with Nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
From WLD, Q&able, Q-Salute, Q-Pride, and Mosaiq to the Dream Team, the Green Team, and hosts of other community-founded groups, you'll find a variety of committees which drive community at Qualtrics.
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Unconscious Bias Training
Diversity Manifesto
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to 10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-Work Program Post Parental Leave
Company-Sponsored Family Events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We serve free lunch on Monday, Wednesday, Friday. On Tuesday and Thursday, we offer a subsidized food ordering option. We have breakfast items (cereals, yogurts, etc.) every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
Lunch and learns happen on different occasions. Many times, these are sponsored by the Q Groups or another group looking to help spread messaging and education about key topics.
Promote from Within
Mentorship Program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. We additionally will have times where tickets to local games/events are on offer or will work as a group to purchase tickets for a variety of activities.

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