OverviewThe 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 bringPrior Service Desk or Desktop Support experience requiredOne year of desktop-based hardware support experience preferredIncident Management experience - ServiceNowBasic user & security group Active Directory administration experienceStrong knowledge of Microsoft based operating systems with emphasis on Windows 10Strong knowledge of Mac OS X operating systemExperience 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, & SlackFamiliarity supporting VPN issuesFamiliarity with wired and Wi-Fi Networking bound with Windows Active DirectoryInterpersonal SkillsSelf-starterPassionate about providing excellent customer service and follow-through to completionGood problem solving, diagnosis and troubleshooting skillsAbility to communicate technical issues in non-technical termsAbility to work independently and within a teamAbility to work cross-functionallyHow you will leadTroubleshoot 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 finishKnowledge 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 ResolutionEOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.