Senior Service Desk Analyst

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.

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