The Senior Service Desk Analyst helps internal employees with all facets of the corporate computing environment. The Analyst is looked upon as a technical resource who complements 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.
SD3s are dependable and proven in solving complex technical challenges. They independently follow, edit, and create KCS content and actively train and mentor junior team members. SD3s create durable, repeatable processes and are key contributors to solution delivery and ongoing support alongside engineering. They are proficient in developing and delivering training, leveraging AI-enhanced self-help and analysis tools, and often operate independently. They may also serve as Team Leads as part of their leadership development.
Intuit has embraced a hybrid working model and this role will be based out of our Atlanta office 3 days per week.
Responsibilities
- Systematic Troubleshooting: Confident, near-consistent application of structured diagnostic methods and repeatable patterns to identify root causes, resolve issues efficiently, and document learnings for future use. Analyze and troubleshoot software, hardware, and connectivity issues and recommend and implement corrective solutions.
- Work on complex assignments that draw in specialized expertise whenever necessary, normally receiving general instruction only on new assignments.
- Provide technical assistance and training to system users as well as peers; familiar with computer installs and imaging.
- Set up and maintain shared mailboxes/distribution lists in Exchange; patch software using Casper and LANDesk technologies; maintain and manage internal inventory and assets.
- Tool & Technology Mastery: Confident and demonstrates consistent speed of ramp associated with staying current with evolving hardware, operating systems, collaboration tools, and security protocols.
- Technical Adaptability: Confident, consistent, and extremely proficient at rapidly adapting to new tools, configurations, or company technology stack changes.
- Security & Compliance Awareness: Developing SME-level expertise and advanced understanding in the application and support of embedded multi-layered, multi-tool integrations for security, privacy, and compliance requirements. Serves as SME for key systems; contributes to knowledge base with reusable patterns.
- Operational Discipline: Extremely proficient at following established SOPs, escalation paths, and SLAs consistently.
- Time & Task Management: Proven and skilled at accurately estimating, prioritizing, and completing tasks within expected timelines, while balancing reactive issues and proactive work.
- Ticket Quality & Hygiene: Consistently proven skills and outcomes maintaining clear, detailed, and standardized ticket notes, ensuring handoffs or escalations are seamless and actionable.
- Knowledge Management: Proven KCS champion and leadership in all aspects that contribute to and maintain knowledge content systems.
- Accountability & Ownership: Proven extreme ownership; taking responsibility for resolving issues end-to-end, proactively addressing bottlenecks and ensuring closure with quality outcomes. Manages escalations; conducts root cause analysis with engineering partners.
- Often become the escalation point and take over issue resolution from an SD1 or SD2 if the problem cannot be quickly resolved or requires specialized technical knowledge; may act as a “specialist” in a particular discipline.
- Provide input on processes and technology roadmaps; proactively take on projects and initiatives with minimal to no supervision.
- Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.
- Empathy & Communication: Proficient at actively listening, showing empathy, and communicating solutions clearly in customer-friendly language.
- Speed & Consistency: Ramping and practicing delivering fast, reliable resolutions while maintaining quality, ensuring minimal disruption to the customer's work.
- Customer Obsession: Leaning in to practice going beyond the “fix” — anticipate needs, reduce friction, and ensure the customer feels supported throughout the experience.
- Proactive Problem Prevention: Becoming proficient to identify recurring patterns and propose preventive measures, automation, or self-service solutions to reduce future incidents. Proactively provide advice to prevent future service incidents.
- Innovation & Experimentation: Active participant testing new support methods, tools, or approaches to improve customer experience and technical resolution speed; improves CSAT by delivering proactive support and tailored technical care.
- Collaboration & Knowledge Sharing: Demonstrated skill and proficiency in sharing insights, tools, and troubleshooting methods with teammates to elevate collective expertise.
- Mentorship & Coaching: Demonstrated skill in delivering consistent support of junior team members through guidance, shadowing, and feedback to accelerate their development.
- Continuous Improvement Mindset: Demonstrated, consistent, active engagement in driving continuous improvement by actively participating in retrospectives, process refinements, and innovation forums to improve team workflows.
- Cross-Functional Partnership: Demonstrated understanding and outcomes associated with building meaningful strong relationships with engineering, product, and business stakeholders to influence upstream fixes and align support outcomes with company priorities.
- Team Productivity & Scaling: Demonstrated force multiplier who actively contributes to building scalable systems, automation, and team practices that enhance productivity and enable faster problem resolution across the organization; coaches peers and strengthens team performance through process improvements.
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 field or equivalent; Bachelor's degree in Computer Science or a related field preferred.
- Preferred certifications: ACMT, ITILv4, CCNA, AWS, MCSE, or similar.
- Advanced knowledge (based on training and on-the-job experience) of a wide range of computer systems software, applications (including MS Office suites), hardware, and PC and macOS operating systems.
- Advanced knowledge of network computing in a Windows and macOS environment and working knowledge of networking fundamentals.
- Advanced knowledge of Exchange, Active Directory, software distribution systems, and related technologies.
- Knowledge of ITSM tools such as ServiceNow and JIRA — Incident, Request, Reporting, Knowledge Base, and CMDB.
- Experience with enterprise security tools such as VPN, antivirus, DLP, and encryption.
- Analytics tool exposure a plus (Tableau, Power BI, Qlik, Excel, Python); PowerShell/bash scripting a plus.
- Strong preference for candidates with executive support experience in a medium-to-large corporate enterprise environment.
- Outstanding ability in problem solving, diagnosis, and troubleshooting; ability to remain calm and multitask under pressure.
- Ability to work independently and within a team environment, taking and following direction and completing assignments with a positive attitude.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.