Staff Executive Technical Support Analyst

Intuit-posted 3 months ago
$148,500 - $201,000/Yr
Full-time • Senior
Mountain View, CA
Professional, Scientific, and Technical Services
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Intuit is looking for a dynamic and customer-focused Executive Technical Support Staff Analyst 4 for C-Suite Executive Support in their Mountain View headquarters. The role of the Staff Executive Technical Support Analyst is to assist our most senior level C-Suite Executives and their Executive Administrative Business Partners (EABPs) with all facets of the corporate computing environment. The analyst must combine an understanding of the latest Mac & Windows technology with firsthand experience. In addition, this Analyst will be looked upon as the ‘go to' lead technical resource for all IT related support requests, e.g. Outlook Exchange mail/calendar, Gmail, mobile devices, desk phones, collaboration and communication services. Excellent communication and interpersonal skills combined with superior technical skills are essential to providing a “high touch” level of support to the senior executives.

  • Serve as primary support analyst for the C-Suite Executive Team and their Assistants who require complex desktop, remote, video conference and event support.
  • Analyze and troubleshoot complex software, hardware and connectivity issues as well as recommend and implement corrective solutions.
  • Work on complex and highly confidential/sensitive assignments that will include drawing in of specialized expertise whenever necessary.
  • Key participant in global projects requiring detail oriented, highly collaborative, analytical, results driven approach while keeping key stakeholders informed.
  • Possess proven excellent customer service skills and the ability to interact professionally and confidently with diverse C-Suite Level Executives, managers and subject matter experts under pressure.
  • Provide proactive stealth technical support with minimal communication.
  • Respond quickly, understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.
  • Ensure established SLAs are met or exceeded specific to response and resolution times.
  • Contribute to Knowledge Base and keep process documentation up-to-date.
  • Proactively take on projects and initiatives with minimal to no supervision.
  • Act as an escalation point and take over issue resolution from Senior Analyst 3 if necessary.
  • Provide input to senior executive assistants on processes and Technology roadmaps for executive needs.
  • Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.
  • Minimum 10-15 years of C-Suite Senior Executive Technical Support and/or Executive Team Lead experience.
  • Minimum of an Associate's Degree in computer technology or equivalent from two-year College or technical school.
  • Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active Directory, Software Distribution Systems, and related technologies.
  • Advanced knowledge of a wide range of computer systems software, applications (including MS Office suites), hardware, PC and OSx operating systems, and communications.
  • Advanced knowledge of network computing in a Windows & OSX environment & working knowledge of networking fundamentals.
  • Familiarity working with Endpoint Engineering and Endpoint Security Teams.
  • Strong experience with video conferencing technologies and collaboration tools & platforms, e.g. Cisco, Poly, Slack, Google Suite.
  • Outstanding ability in problem solving, diagnosis and troubleshooting skills.
  • Ability to work under pressure and multitask in a fast-paced environment.
  • Excellent verbal & written communication skills, superior customer handling skills.
  • Ability to work independently and within a team environment.
  • Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
  • Familiarity with encryption and security tools and triaging within this environment.
  • Hyper responsive during regular working hours, and super flexible and engaged outside regular hours.
  • Preferred certifications: ITILv4, ACMT, CCT, CompTIA.
  • Experience using AI tools such as ChatGPT, Google Gemini, Notebook LM, Writer.
  • Support experience in a corporate enterprise environment medium to large company (7-10k+ employees).
  • Military background in an IT environment.
  • Competitive compensation package with a strong pay for performance rewards approach.
  • Cash bonus eligibility.
  • Equity rewards.
  • Comprehensive benefits package.
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