Senior IT Support Analyst

As passionate about our people as we are about our mission. Why Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together.

From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact. SUMMARY Q2 is seeking an IT Support Analyst to provide end-to-end technical support, lead onboarding initiatives, and implement service improvement strategies. This role requires initiative, strong technical acumen, and a proactive approach to solving issues and enhancing user satisfaction.

RESPONSIBILITIES Independently resolve complex technical issues for local and remote users Provide support and troubleshooting across operating systems and platforms Onboarding/Off-boarding: Setting up devices for new employees, preparing accounts, and managing the process of retrieving and deactivating devices upon resignation Coordinate escalation of technical issues and follow through to resolution Maintain and enhance asset tracking and documentation processes Contribute to the development and improvement of support standards Support identity and mobile device management systems Assign appropriate permissions to users in Active Directory Participate in rotating on-call support schedule Serve as the senior escalation point and subject matter expert for complex, high-impact, or enterprise-wide technical issues Perform root cause analysis (RCA) for recurring or high-impact issues and drive preventive/corrective action Provide support across enterprise technologies and platforms, beyond local site scope Design and refine IT service operations processes, proposing improvements and tailoring solutions to local/regional conditions Own IT asset lifecycle management: Maintain and enhance asset tracking and documentation processes, inventory management, and end-of-life/lifecycle management Support and troubleshoot A/V and collaboration tools (conferencing systems, meeting room technology, etc.) Liaise with and manage A/V vendors to ensure timely resolution of equipment and service issues Create and maintain documentation, knowledge base articles, and Confluence content to support operational continuity and knowledge sharing Mentor and provide technical guidance to junior/intermediate IT support analysts EXPERIENCE AND KNOWLEDGE Typically requires a Bachelor's degree in Information Systems, Computer Science, or a related field and 5 to 7 years of related experience in IT support or a similar role; or an advanced degree with equivalent experience Ability to work individually, as a team, and cross functionally to resolve complex issues Strong customer service, written, and oral communication skills Experience with Active Directory Experience with Office 365 administrative tasks Experience supporting both Windows and MacOS workstations Experience providing effective hardware and software IT support to in office and remote users Experience with Identity Management tools – (Okta experience a plus) Experience with Mobile Device Management tools (Jamf and Intune experience a plus) Experience with an IT ticketing system (Remedy, ServiceNow, Salesforce,