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Intuit Lead Executive Desktop Technical Support Analyst United States, California, Mountain View 551596294
Today
Responsibilities
- Serve as primary support analyst for the C-Suite Executive Team and their Assistants who require complex desktop, remote, video conference and event support.
- Ability to analyze and troubleshoot complex software, hardware and connectivity issues as well as recommend and implement corrective solutions.
- Work on complex and highly confidential/sensitive assignments that will include drawing in of specialized expertise whenever necessary, normally receiving no instructions on routine work or general instructions on new assignments.
- Key participant in global projects requiring detail oriented, highly collaborative, analytical, results driven approach while keeping key stakeholders informed
- Must possess proven excellent customer service skills and the ability to interact professionally and confidently with diverse C-Suite Level Executives, managers and subject matter experts under pressure while remaining consistently calm at all times. Must be experienced in the art of proactive stealth technical support (ie- provide services and support with as few words as possible).
- Ability to respond quickly, understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.
- Ensures established SLAs are met or exceeded specific to response and resolution times
- Contribute to Knowledge Base and keep process documentation up-to-date.
- Proactively take on projects and initiatives with minimal to no supervision.
- Often become an escalation point and take over issue resolution from Senior Analyst 3 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 3 level. May act as a “specialist” in a particular discipline.
- Provide input to senior executive assistants on processes and Technology roadmaps for executive needs, including travel and other offsite engagements
- Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.
Qualifications
- Minimum 10-15 years of C-Suite Senior Executive Technical Support and/or Executive Team Lead experience both PC, Mac, IOS, Laptops, Mobile Devices and core tools, apps and services required daily (see below for list).
- Minimum of an Associate's Degree in computer technology or equivalent from two-year College or technical school.
- Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active Directory, Software Distribution Systems, and related technologies.
- 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 & OSX environment & working knowledge of networking fundamentals.
- Familiarity working with Endpoint Engineering and Endpoint Security Teams to quickly gather endpoint data necessary to resolve complex issues
- Strong experience with video conferencing technologies and collaboration tools & platforms, e.g. Cisco, Poly, Slack, Google Suite
- Preferred certifications: ITILv4, ACMT, CCT, CompTIA
- Experience using AI tools such as ChatGPT, Google Gemini, Notebook LM, Writer
- Support experience in a corporate enterprise environment medium to large company (7-10k+ employees)
- Outstanding ability in problem solving, diagnosis and troubleshooting skills
- The ability to work under pressure and multitask in a fast-paced environment is a must.
- Excellent verbal & written communication skills, superior customer handling skills and the capacity to work with minimum supervision.
- 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.
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
- Familiarity with encryption and security tools and triaging within this environment.
- Hyper responsive during regular working hours, and super flexible and engaged outside regular hours.
- Occasional travel (early morning, evenings, weekends) may be required to support offsite meetings or after-hours emergencies
- Persistent influencing skills and ability to burn through all hard and soft roadblocks with minimum drama and maximum return
- Military background in an IT environment a plus Imagine a career where your creative inspiration can fuel BIG innovation.
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