Desktop Support Analyst 2

Intuit•Mountain View, CA

34d

About The Position

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!

Requirements

3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
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
Familiarity supporting Mac OS Ventura/Sonoma & Windows 10/11
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
Strong mobile support (Android, iOS, etc) experience
Ability to work independently and within a team

Nice To Haves

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
Previous experience with Microsoft Office is preferred
Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
Working knowledge of collaboration tools such as Slack, Google Suite
Familiarity with ticketing systems such as Service Now is a plus

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

Benefits

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit: Careers | Benefits).

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