• Service Desk Analyst 1

    Intuit (Tucson, AZ)


    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) in the Tuscon, AZ office.

    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.