Job Information
Intuit Service Desk Analyst 1 in Tucson, Arizona
Overview
The IT Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high-touch” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat, web tickets and in person.
What you'll bring
Prior Service Desk or Desktop Support experience required
One year of desktop-based hardware support experience preferred
Incident Management experience - ServiceNow
Basic user & security group Active Directory administration experience
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
Strong knowledge of Mac OS X operating system
Experience with using and troubleshooting Outlook for Mac & PC and Office 365 (permissions, calendaring, delegation)
Experience with using and troubleshooting Collaboration & Productivity tools Box, G-Suite, & Slack
Familiarity supporting VPN issues
Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
Interpersonal Skills
Self-starter
Passionate about providing excellent customer service and follow-through to completion
Good problem solving, diagnosis and troubleshooting skills
Ability to communicate technical issues in non-technical terms
Ability to work independently and within a team
Ability to work cross-functionally
How you will lead
Troubleshoot software, hardware and connectivity issues remotely.
Troubleshoot video conference issues.
Ability to understand & articulate root cause on customer issues.
Log all Service Desk contacts into Incident Management System (ServiceNow)
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 AppStream environments, VDI machines, and Avaya/Cisco telephony.
Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
Deploy/patch software using Casper and LANDesk technologies.
Communicate call trends and challenges team meetings.
The ability to take on small projects from start to finish
Knowledge Base and process documentation skills.
Work closely with the team to resolve or properly close aging tickets.
Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analyze and resolve incidents with a goal of 90% First Call Resolution
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.