Senior IT Specialist

Senior IT Specialist

Qualtrics is seeking a Senior IT Specialist to ensure that our expanding portfolio of SaaS applications, cloud services, and distributed endpoints is managed securely and operates with minimal disruption to business activities. This role exists to deliver reliable, user‑centric IT support while enforcing device‑management standards and compliance practices that mitigate security and audit risks. This person will standardize and document operational processes, enabling scalable and consistent end‑user computing services across regions and time zones.

Additionally, the Senior IT Specialist will serve as the regional point of contact for EUC services, translating technical requirements into clear guidance for stakeholders and supporting cross‑functional efforts to improve tooling and operational maturity.

• Being a pivotal force in our EUC environment, serving as the face of IT to our users.
• Excellent communicator who translates complex technical concepts into clear, accessible language.
• Growth mindset, continuously adapting to evolving technologies.
• Deep understanding of cutting‑edge technologies and end‑user computing devices.
• Proactive in identifying recurring issues, proposing measurable improvements, and collaborating with cross‑functional teams.

• Expanding Skill Sets – learn about network administration, office build outs, or database management.
• Leadership and Mentorship – take on leadership roles in projects or initiatives and mentor junior IT staff.
• Project Management – gain experience in managing IT projects, including planning, execution, and monitoring.
• Proactive Attitude – take initiative and seek opportunities for growth.
• Problem‑Solving Skills – demonstrate ability to solve complex technical and business problems.
• Adaptability – be willing to adapt to changing technologies and business needs.
• Continuous Learning – stay updated with the latest trends and technologies.

• Provide first and second‑line technical support to end‑users, including troubleshooting and solutions for Mac, Windows, VoIP, video conferencing, and other platforms.
• Respond to IT service desk requests and provide solutions based on existing documentation.
• Perform routine maintenance and system checks, manage user accounts and access permissions, and document troubleshooting procedures and solutions.
• Create and maintain technical documentation.
• Manage the laptop and desktop lifecycle, including peripheral provisioning and equipment disposal and recycling, following global processes and information security policies.
• Maintain accurate IT asset records and respond to audit inquiries.
• Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and self‑service options.
• Support desktop equipment by triaging requests, identifying root causes, taking remedial action, and escalating to senior team members when necessary.
• Manage the technology component of employee onboarding/departure, including laptop setup and equipment distribution.
• Propose updates to problem‑solving documentation when needed.
• Participate in on‑call shifts based on follow‑the‑sun support within business hours.

• 2+ years of experience as 1st or 2nd tier IT Support
• Degree in Computer Science, Information Systems, IT, or similar, or 2+ years of practical experience in IT roles
• Complete understanding of Mac OS X UI and user‑configurable settings
• Familiarity with Windows 10/11 Enterprise OS, Azure AD, and Intune administration
• Understanding of network fundamentals, TCP/IP protocol, and wired and wireless Ethernet networks
• Experience administering a user directory service (G Suite or Active Directory)
• Operational knowledge of Apple Business Manager (DEP)
• Understanding of Jamf, its use at Qualtrics, and its technological limitations
• Windows Intune/Autopilot configuration and operational knowledge
• Experience with AV equipment for meeting rooms (Logitech, Neat, QSC)
• Experience with IT asset management systems
• Soft skills:
  
  High EQ, self‑education ability, ability to choose the right tool for the job, candid and polite communication, clear and…