Onsite Support Tech III (Desktop Support)

Intuit - Plano, TX (30+ days ago)4.2


Overview

Come 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. In this role, you will be a part of the Workforce Care team at our Mountain View Headquarters. 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 3 is to help internal employees with all facets of the corporate computing environment. The Analyst must combine an understanding of Macintosh & Windows with firsthand experience. In addition, the Analyst will be looked upon as a technical resource to compliment the manager's expertise for the assigned scope of work. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “white-glove” level of support to the employee community.

Responsibilities

Ability to analyze and troubleshoot software, hardware and connectivity issues and recommend and implement corrective solutions.

Work on complex assignments that will include drawing in of specialized expertise whenever necessary, normally receiving no instructions on routine work or general instructions on new assignments.

Provide technical assistance and training to system users as well as peers.

Familiar with computer installs and imaging.

Ability to understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.

Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies.

The ability to maintain and manage internal inventory and assets.

Keep Knowledge Base and process documentation up-to-date.

Manage the individual and ticket queue for the team.

Proactively take on projects and initiatives with minimal to no supervision.

Often become escalation point and take over issue resolution from an Analyst 1 or 2 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 1 or 2 skills. May act as a “specialist” in a particular discipline.

Provide input on processes and Technology roadmaps.

Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.

Qualifications

5+ years of Service Desk or Desktop Support experience for both PC and Mac required.

Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school.

Preferred certifications: ACMT

MUST have excellent verbal and written communication skills, superior customer handling skills and the capacity to work with minimum supervision.

Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.

High degree of engagement and desire to partner with Manager at a strategic and tactical level

Advanced knowledge (based on both training and on-the-job experience) 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 and OSX environment and working knowledge of networking fundamentals.

Advanced knowledge with Exchange, Active Directory, Software Distribution Systems, and related technologies.

Strong preference for candidate with Executive support experience in a medium to large corporate enterprise environment

Outstanding ability in problem solving, diagnosis and troubleshooting skills.

The ability to remain calm and work under pressure and multi task in a fast paced environment is a must.

Ability to work independently and within a team environment; taking and following directions and completing tasks and assignments in a timely manner and with a positive attitude.

Familiarity with encryption and security tools and triaging within this environment.