What are the responsibilities and job description for the IT Support Specialist position at UserTesting?
We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.
A trusted company by top brands for 15 years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.
Note: You are NOT required to create a Workday account!
The Opportunity
The IT team strives to provide UserTesting with fast and efficient response when it comes to requests for IT assistance. UserTesting has offices and staff all over the globe which provide both internal and external support for staff and customers. Currently the majority of the IT team are in EMEA and the US East Coast time zones. This role has office support responsibilities and is expected to be in office 5 days a week.
A trusted company by top brands for 15 years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.
Note: You are NOT required to create a Workday account!
The Opportunity
The IT team strives to provide UserTesting with fast and efficient response when it comes to requests for IT assistance. UserTesting has offices and staff all over the globe which provide both internal and external support for staff and customers. Currently the majority of the IT team are in EMEA and the US East Coast time zones. This role has office support responsibilities and is expected to be in office 5 days a week.
- Be the first point of contact for tickets and monitor the queue(s) throughout your shift to ensure appropriate response time and resolution.
- Participate in the onboarding and offboarding process to assist with equipment shipments and other related activities.
- Be a reliable resource in the office. Ensure the IT elements in our office are in good working order, well organized, and clean.
- Work on small IT related projects as directed by IT Management
- Be prepared to learn and have interest in broadening experience through exposure to our large application and hardware ecosystem.
- Able to work 9am - 5pm EST Monday through Friday in the UT Atlanta office. Occasionally (with notice) coming in early or late to assist with office events.
- Experience with working in enterprise level IT ticketing systems (Zendesk, Jira Service management, etc)
- Experience working in an IT support capacity
- Able to effectively and professionally communicate with team and staff members
- Experience working with IT technical documentation
- Working knowledge of fundamental IT concepts (Networking, Hardware, SaaS) to be able to provide support for tickets as they arise.
- Experience with some or all IT Enterprise Tools sets (Okta, Jamf, Windows, Mac, Google Workspace, Slack, Zoom etc as examples)
- Comfortable working with direct line management remote
- Ability to lift up to 75lbs as part of office IT duties if need arises.
- Private Medical, Dental and Vision
- Health Savings Account
- Pre-Tax Benefit Accounts (FSA)
- Commuter Benefits - transit and parking
- Flexible Time off (Full time salaried (exempt) employees)
- 12 Days of observed holiday entitlement
- Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
- 401(k) Retirement Plan
- Professional Development Stipend
- Remote Equipment Expense Reimbursement
- Mental Wellness Employee Assistance Program
- Monthly wellness and telecommunications reimbursements
- Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
- Perks at Work discount scheme
- Pet Insurance reimbursement
- Employee Referral Programme
- Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!
