Senior Desktop Support Analyst

Advanced Drainage Systems•Hilliard, OH

4d•Onsite

About The Position

The Sr. Desktop Support Analyst serves as a senior technical resource and mentor within the support organization, providing advanced troubleshooting, guidance to team members, and leadership during escalations while promoting a culture of exceptional customer service and continuous improvement. This role involves creating a positive customer support experience and building trusted relationships through deep problem understanding, proactive communication, and timely resolution of issues.

Requirements

5+ years of Desktop Support, End User Support, or Service Desk experience in an enterprise environment.
Strong troubleshooting, problem assessment, and solution identification skills.
Working knowledge of Windows operating systems, Windows 11, and common business applications.
Knowledge of imaging and reimaging Windows workstations.
Understanding of group policy objects (GPO), Active Directory, Microsoft Exchange, and multiple server OS versions.
Ability to troubleshoot basic network issues.
Experience providing remote support.
Experience creating and modifying ServiceNow reports.
Excellent customer service, communication, and conflict resolution skills.
Ability to build positive working relationships with team members and external departments.
Strong organizational skills, attention to detail, and effective time management.
Ability to prioritize competing tasks with minimal supervision.
Strong professional work ethic and positive attitude.

Nice To Haves

Associate’s or bachelor's degree in IT preferred.
A combination of education, certification, and experience will be considered.
Certifications such as ITIL, SDI, MCP, HDI, JAMF, MCSA are a plus.
Experience supporting executive and business-critical users preferred.
Experience mentoring team members or serving as a senior technical resource preferred.

Responsibilities

Provide advanced onsite, remote, telephone, email, and desk-side technical support for users and guests.
Deliver an exceptional customer experience by demonstrating empathy, professionalism, proactive communication, and ownership of issues through resolution.
Triage, troubleshoot, document, resolve, and escalate incidents in a timely manner using the enterprise ticketing system.
Engage Service Desk peers, IT teams, and third-party resources when issues require additional support or expertise.
Analyze logs within Microsoft applications to identify root causes and resolve user issues.
Procure, deploy, image/reimage, configure, and troubleshoot Windows workstations, software, hardware, printers, and peripherals.
Rebuild Windows profiles and administer access to internal applications.
Maintain accurate asset and software inventory records.
Create and maintain high-quality knowledge articles, documentation, and support procedures that improve team effectiveness and user self-service capabilities.
Lead and participate in continuous improvement initiatives that enhance support quality, operational efficiency, and customer satisfaction.
Manage relationships with local third parties and suppliers.