Intuit Inc

Senior Service Desk Analyst

Intuit Inc • $80K — $95K *
Atlanta, GA 30349In-Person
Information Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of Service Desk or Desktop Support experience for both PC and Mac
  • Minimum of an Associate's Degree in computer technology; Bachelor's preferred
  • Preferred certifications include ACMT, ITILv4, CCNA, AWS, MCSE
  • Advanced knowledge of a wide range of computer software, applications, and operating systems
  • Experience with ITSM tools like ServiceNow and JIRA
  • Strong preference for candidates with executive support experience in a corporate enterprise
  • Outstanding problem-solving and multitasking abilities

Responsibilities

  • Systematically troubleshoot and document IT issues to identify root causes and solutions
  • Work independently on complex assignments while seeking input from specialized expertise
  • Provide training and technical assistance to system users and peers
  • Set up and manage shared mailboxes and maintain internal inventory of assets
  • Develop proficiency in evolving hardware and software technologies
  • Ensure compliance and security measures are integrated into support processes
  • Mentor junior team members and contribute to knowledge management initiatives
  • Participate in driving continuous improvement within team processes and customer support

Benefits

  • Participation in a hybrid working model
  • Opportunities for mentorship and professional growth
  • Active involvement in process innovation and technology roadmapping
  • Flexible work arrangements based out of Atlanta office
  • Strong emphasis on employee mental well-being and support
Full Job Description
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 ). 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.

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

Keep up to date with the latest in career opportunities and company news at Intuit Inc. Personalize your subscription to receive job alerts, insider tips, and industry-leading insights that you can put to use today—all from the people who work here.

Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

SEARCH INTUIT JOBS

READ CAREERS BLOG

At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Intuit Inc

More Information Technology Jobs

Find similar Senior Service Desk Analyst jobs:

NationwideAtlanta, GA