Service Desk Analyst 2
Company: Intuit, Inc
Location: Mountain View
Posted on: May 16, 2022
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Job Description:
OverviewCome 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
"white-glove" level of support to the employee community. What
you'll bring: 3-5 years of Service Desk or 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, ITILv3, 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
. Familiarity supporting Mac OS X & Windows 7/10 . 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 Jabber & Blue Jeans is a
plus. Working knowledge of collaboration tools such as Slack, Box,
Google Sheets. Familiarity with ticketing systems such as Service
Now is a plus. Strong mobile support (Android, iOS, etc) experience
. Ability to work independently and within a team. How you will
lead: 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 Casper and LANDesk 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.
Keywords: Intuit, Inc, Mountain View , Service Desk Analyst 2, Professions , Mountain View, California
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