Job Title: IT Support & QA Analyst

 

About the Company:

Our client is a growing service provider committed to operational excellence through innovative and reliable technology. They emphasize the importance of efficient internal processes and the role of IT in creating seamless experiences for both employees and users. The team fosters a challenging yet rewarding environment where initiative and self-sufficiency are highly valued.

 

Job Description:

We are looking for an IT Support & QA Analyst to join our client’s internal IT operations team. This role blends hands-on technical support with quality assurance, ensuring smooth functionality across systems and applications. You’ll work primarily with internal stakeholders and systems, contributing to continuous improvements in user experience and system performance. This is a full-time position open to candidates based in Louisville, KY or available to work remotely.

 

Responsibilities:

Monitor and resolve IT service tickets using systems like Jira or similar tools.

Troubleshoot and support internal, external, and mobile application users on technical issues.

Document frequent technical issues and create user guides or FAQs to enhance efficiency.

Collaborate with vendors and internal teams to resolve complex technical challenges.

Conduct QA testing for new features, updates, and improvements (including mobile apps).

Create and manage test cases, report defects, and follow up on their resolution.

Work with project managers and developers to ensure enhancements meet business requirements.

Identify and implement process improvements to optimize support and QA operations.

Document application features and contribute to IT knowledge base.

 

Required Experience and Qualifications:

Intermediate-level experience in IT support and quality assurance (not entry-level).

Experience using ticketing systems such as Jira (or similar).

Familiarity with Salesforce.com platform.

Understanding of QA methodologies and experience creating test cases.

Basic technical knowledge related to software development and system integration.

Strong problem-solving ability and capable of working independently.

Excellent verbal and written communication skills in English (C2 preferred, not mandatory).

 

Preferred Skills:

Exposure to cloud-based systems such as Azure Fabric.

Familiarity with automation tools for QA.

Knowledge of HTML, JavaScript, Apex, or Salesforce development.

Experience using SQL or basic scripting for troubleshooting.

 

Personality:

Self-sufficient, intelligent, and proactive with a growth mindset.

Comfortable working independently and eager to expand technical knowledge.

Able to work efficiently with minimal supervision and effectively document processes.

Outgoing and personable individuals may thrive in this collaborative, internal-facing role.

Adaptable and responsive to a dynamic, fast-paced, and intellectually engaging environment.

 

Software & Tools:

Jira or equivalent ticketing system

Salesforce.com

QA and testing tools (manual and automation as applicable)

General office and documentation software

 

Compensation & Benefits:

Payment in USD or Local Currency according to candidate's preference.

Full-time schedule: Monday to Friday, 9am – 5pm EST.