Lead Executive IT Desktop Technical Support Analyst
Intuit
Lead Executive IT Desktop Technical Support Analyst
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Are you looking to join a fast paced, dynamic team where you can put your interpersonal skills to use while solving technical problems for our senior leadership team? Intuit is looking for a dynamic and customer-focused Executive Technical Support Staff Analyst 4 for C-Suite Executive Support in their Mountain View headquarters. If you love working in a culture of lean experimentation and rapid iteration, we've got a challenge for you!
The role of the Executive Technical Support Staff Analyst 4 – Executive Support is to assist our most senior level C-Suite Executives and their Executive Administrative Business Partners (EABPs) with all facets of the corporate computing environment. The analyst must combine an understanding of the latest Mac & Windows technology with firsthand experience. In addition, this Analyst will be looked upon as the ‘go to’ lead technical resource for all IT related support requests, e.g. Outlook Exchange mail/calendar, Gmail, mobile devices, desk phones, collaboration and communication services. Excellent communication and interpersonal skills combined with superior technical skills are essential to providing a “high touch” level of support to the senior executives.
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.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Bay Area California $148,500 - 201,000This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
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.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $148,500 - 201,000. This position will 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.