Desktop Support Analyst 2

Come join the Workforce Technology team here at Intuit where our mission is to remove barriers for our employees and connect them to Intuit’s bigger mission so they can do great things for our customers.  We operate by caring and creating experiences that reflect the Intuit brand and values, practicing what we preach and simplifying the business of life for our employees, delighting our employees so they can be inspired to pass on the delight to our customers, and we are constantly working to improve our services and products.   If you enjoy working face to face with customers in a fast-paced high tech environment then this is the place for you!

 

The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Macintosh & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high touch” level of support to the employee community.

Responsibilities

• Ability to troubleshoot software, hardware and connectivity issues remotely
• Ability to understand & articulate root cause on customer issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Familiarity with encryption and security tools and triaging within this environment
• Assist customers in gaining access to various systems and servers
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
• Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies
• Communicate call trends and challenges in daily team meetings
• The ability to take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction
• May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams
• Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert

Qualifications:

• 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face to face in a ‘Walk Up Bar’ type of corporate environment is preferred
• Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
• Passionate about providing excellent customer service and follow-thru to completion
• Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school or equivalent work experience
• Familiarity supporting Mac OS X & Windows 10/11
• Previous experience with Microsoft Office is preferred
• Good problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure in a fast paced environment is a must
• Familiarity with wired and Wi-Fi Networking with Windows Active Directory
• Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
• Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
• Working knowledge of collaboration tools such as Slack, Box, Google Suite
• Familiarity with ticketing systems such as Service Now is a plus
• Strong mobile support (Android, iOS, etc) expe

Employment Type: Employee