The Role

•  As an IT Support Analyst, you will play a key role in enabling the success of Medallia employees. This includes ensuring the constant availability of IT services, performing initial triage of support inquiries, and resolving technical issues.
• This is also a unique opportunity to partner with our infrastructure, application support, and business intelligence teams, all working towards one common goal; the success of Medallia employees. You will be the first point of contact for our employees and the familiar face for Medallia IT!

What we’re looking for:

• Exceptional customer service skills with experience in supporting users.
• Experience in supporting MDM-managed Apple / Mac hardware within an enterprise environment
• Experience in supporting or administering applications such as Google Workspace, Okta, Jira, Confluence, Slack and Zoom
• Experience in onboarding & offboarding employees, including access provisioning & deprovisioning and hardware delivery & collections
• Experience in supporting on-site office infrastructure including networking infrastructure, meeting rooms, event spaces & printers.
• Strong verbal & written communication skills, including contributing to user & technical documentation.
• Ability to manage multiple, competing tasks, projects & priorities with ease.
• Identify technical gaps and escalate issues to other parts of the organization.

Qualifications and Experience

• Bachelor's degree in related field.
• Excellent verbal and written communication skills in English.
• 5+ year(s) of experience in a customer-focused, technical support environment.
• Ability to work a flexible schedule including nights and weekends; work hours will be based on business needs.
• 1+ year(s) experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.
• 5+ year(s) of supporting Mac, Windows, iOS, and Android environments
• 5+ year(s) of supporting Google Chrome, O365, Slack, and Zoom desktop applications
• 5+ year(s) of user administration experience in SaaS platforms including; Google Suite, Okta, Slack and Zoom
• 5+ year(s) of user administration experience in Active Directory; including user management, group policies, domain joining, and Remote Desktop Services.
• 5+ year(s) using a ticketing system to document issues and their resolutions