IT Analyst

| Seattle

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

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 service desk requests and provide solutions
  • Educate employees about IT processes and self-service options
  • Troubleshoot technical issues
  • Support desktop equipment (computers, phones, etc.)
  • Support and maintain network, phone, Internet, wireless and other backend systems.
  • Maintain continuous availability of systems within purview
  • Manage the technology component of employee onboarding/departure process

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
  • Understanding fundamentals of Information Security: incident response, risk mitigation, attack vectors, phishing techniques, use of certificates, multi-factor authentication and role-based permissions to reduce security risks
  • 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 

  • 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.
  • Zoom system administration skills - understanding account provisioning, permissions, screen sharing prerequisites, Zoom room maintenance.
  • Experience with IT asset management systems
  • Security cameras management / installation
  • 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
  • Python programming skills - able to debug, troubleshoot and improve existing IT process automation tools and integrations
  • ITIL Foundation certificate v.4 or 2011

What differentiates us from other companies:

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
  • We believe in sharing Qualtrics success which is part of the compensation for all employees

 To learn more about what we value read about it directly from our employees Qualtrics Life stories

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and except 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 free medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, company equity, quarterly 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 opportunity 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.

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) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
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