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.

About the teamThe 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. 

The OpportunityYou'll be providing both ticketing support by responding to IT support requests and raise urgent issues you are unable or not provisioned to solve to the IT Managers. Additionally, you are a resource for office support in the Atlanta office Monday through Friday and will help with maintaining the Atlanta office from an IT perspective and do tasks like assist in onboarding new employees, ship/receive equipment, prepare for onsite meetings, etc. Other small IT related projects with direction from IT management may be assigned as well.

• Be the first point of contact for tickets and monitor the queue(s) throughout your shift to ensure appropriate response time and resolution.
• 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.

What we are looking for

• 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. 
• Basic 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
• Basic 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)
• Ability to lift up to 75lbs as part of office IT duties if need arises.

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off 
• 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
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here! 

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.