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For your reference, we have included the original job posting below.
IT Desktop Support Specialist
Job Number:
23735667
Company Name:
Intuit
Job Location:
Woodland Hills, CA US
Job Category:
Information Technology
IT Desktop Support Specialist
Requisition #: 69430 Job Title: IT Desktop Support Specialist Job Category: Information Technology City: Woodland Hills State/Province: California Country: United States of America Primary Responsibilities: Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks®, Quicken® and TurboTax®, but that's just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the country's leading providers of web-based applications and solutions. Come join Intuit as part of the Payment Solutions team as a IT Desktop Support Specialist. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business. A contributing member of an IT support team Configures, implements and provides tier 2 support for incident resolution and service request processes regarding employees with technical problems and information technology issues involving applications and the hardware these applications run on (desktop or laptop, network, workforce productivity applications, business applications and/or telephony services.) Works on routine assignments that will include drawing in of specialized expertise whenever necessary. Under limited technical supervision, follows defined processes for work flow where recognizing deviation from accepted practice is required. Has the flexibility to apply knowledge and experience to recommend custom solutions to business problems. Decisions can have enterprise wide impact. Follows defined processes for workflow, incident and change management to document work performed. Exercises discretion and judgment to ensure all Operational Service Levels are met. Monitors service and incident requests and assigns tickets as appropriate Coordinates and schedules service with customers Follows IT standards and policies for workflow Engages and escalates to vendors for service restitution Racks network and telephony equipment including; servers, switches, and routers Actions and decisions have a contributing impact on maintaining Service Level Objectives (SLO's) TYPICAL DELIVERABLES Solutions / work-arounds to service requests for known and new problems and incidents within documented SLO's. Clear and professional verbal and written communication to customers and management. Accurate documentation/characterization of presenting incidents, requests and other customer communication. Documented solutions to escalated problems. Service Delivery Process Improvement suggestions and implementation support for on-going process changes and plans Qualifications: KNOWLEDGE / BACKGROUND / EXPERIENCE Bachelor's degree or equivalent relevant experience; MCP/CCNA/MCSA/MCSE certification or coursework (in progress)or ability to demonstrate MCP/CCNA equivalent technical knowledge and skillsets TEAM / LEADERSHIP SKILLS Effectively collaborates with peers, cross-functional teams, team leaders and engineering to achieve end-to-end product and process quality. TECHNICAL / FUNCTIONAL SKILLS Works independently and as a team member in a high performance 24/7 availability environment Working level of Documentation Skills, documents configurations, maintenance plans, project updates Implements solutions within the context of higher-level requirements. Applies effective Project Management skills; understands project management concepts for managing scope, time, functionality, cost and quality. Uses judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities. Responsible for appropriate levels of quality on owned deliverables(s) Exercises good judgment within areas of responsibility. Interacts politely and effectively with customers Communicates critical information, oral and written, with peers and first and second level management Learn more about our award winning workplace and how we give back to our local and global communities. Discover what it's like to be part of a team that rewards taking risks and trying new things. Join us and let your ingenious ideas be heard. How far can you think? Be innovative. Be yourself... Be Intuit .
