Support Services Analyst

📋 Description

• • Quantinuum is seeking a highly motivated and skilled Support Services Analyst to join our dynamic IT team. This pivotal role is based in our Broomfield, CO or Brooklyn Park, MN offices, offering a hybrid work model with the flexibility to work remotely up to two days per week, subject to approvals. At Quantinuum, we believe in the power of in-person collaboration to foster innovation and efficiency, while also recognizing the benefits of a flexible work environment. As a Support Services Analyst, you will be instrumental in delivering exceptional, end-to-end IT support to our global workforce, ensuring our employees have the tools and resources they need to excel.
• • This hands-on position acts as a crucial link between first-line responsiveness and in-depth second-line technical troubleshooting. You will combine your technical acumen with a strong customer-centric approach to guarantee the seamless resolution of IT issues. Your responsibilities will encompass triaging and managing support requests, owning issues from inception to closure, and actively contributing to our knowledge management initiatives. You will work collaboratively with various IT departments, including Engineering, Enterprise Applications, and Information Security, to support a wide range of endpoints, workplace technologies, and collaboration tools. A key aspect of this role is the continuous improvement of our IT service delivery, making a tangible impact on the productivity and satisfaction of our employees.
• • Key Responsibilities:
• • Triage and efficiently respond to all incoming support requests and incidents submitted via email, ticketing systems like ServiceNow, or direct communication. You will be responsible for the initial assessment, categorization, and prioritization of issues, ensuring they are resolved within defined Service Level Agreements (SLAs).
• • Provide comprehensive technical support across a diverse range of hardware and software, including various operating systems (Windows, macOS, Linux), essential collaboration tools (e.g., Microsoft Teams, Zoom), productivity software suites, and endpoint security systems.
• • Facilitate a smooth and positive onboarding and offboarding experience for employees by coordinating local IT setup, ensuring timely access provisioning, and preparing equipment for new hires. For departing employees, you will manage the secure return of assets and revocation of access.
• • Serve as a subject matter expert (SME) for critical IT areas, including user access management, software configuration and deployment, device management best practices, and Audio-Visual (A/V) troubleshooting for both in-office and hybrid meeting setups.
• • Meticulously manage the incident lifecycle, taking ownership of requests from the moment they are logged through to their final resolution. This includes proactive communication with end-users, providing regular updates, and setting clear expectations.
• • Actively collaborate with the Engineering and Enterprise Applications teams to address escalated issues, participate in root cause analysis (RCA) efforts, and contribute to swift service restoration.
• • Own and manage local IT inventory, conducting regular audits, processing IT procurement requests, and maintaining organized stock rooms for essential IT equipment and supplies.
• • Contribute to the continuous improvement of IT service delivery by actively participating in key ITIL practices, such as change management, problem management, and incident management processes, always with a strong focus on the end-user experience.
• • Participate in the complete hardware lifecycle management process, including accurate asset tracking, efficient system imaging and deployment, and the management of equipment returns and disposals.
• • Maintain and support Audio-Visual (A/V) systems within our collaboration rooms and shared spaces, ensuring that meetings and presentations run seamlessly and without technical interruption.
• • Support and execute various IT initiatives and projects, which may include software rollouts, system migrations, security updates, and compliance-related activities, as directed by IT leadership.
• • Develop and maintain clear, concise, and accurate documentation for IT processes, troubleshooting guides, and knowledge base articles to empower users and support the wider IT team.
• • Proactively identify opportunities for process improvements within the IT support function, aiming to enhance efficiency, reduce resolution times, and elevate the overall IT service experience for Quantinuum employees.
• • Engage with end-users in a professional and empathetic manner, building rapport and trust to foster a positive relationship between IT and the business units we support.
• • Stay current with emerging technologies and industry best practices in IT support and endpoint management to ensure Quantinuum's IT infrastructure remains robust and efficient.