Service Desk Analyst 1

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 (3 days a week).

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 knowledge Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and 11 Experience with using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation) Experience with using and troubleshooting Collaboration & Productivity tools such as: Zoom, G-Suite, & Slack Familiarity supporting MFA and VPN issues Familiarity with wired and Wi-Fi Networking

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 triage within this environment. Assist customers in gaining access to various systems and servers. Provide support for remote employees using Island Secure Browser, Microsoft Cloud PC, Zoom, and Amazon Connect. Deploy/patch software using WorkspaceOne UEM, Nexthink, and Zoom Remote Control. Communicate call trends and challenges during 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. Showcase extreme ownership when managing issues, allowing for clear documentation and tracking of progress towards resolution. 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.