Senior IT Desktop Support Analyst - Client Services
About The Position
The Senior IT Desktop Support Analyst is a highly visible technical leader within Client Services, responsible for advancing the end-user technology experience across Casey’s enterprise. The role combines endpoint engineering, workplace technology leadership, automation, analytics, and executive support to improve operational excellence and modernize how technology enables the business. The analyst provides deep technical expertise, mentors colleagues, establishes technical standards, delivers white-glove support to executive leadership, drives automation and AI initiatives, uses operational analytics, and evaluates emerging technologies that improve productivity, security, and reliability. The position works across Service Desk, Client Services, Infrastructure, Engineering, Security, and business teams. It supports endpoint and mobile technologies, Microsoft 365, Windows 11, Azure Virtual Desktop, collaboration tools, executive meetings, and conference-room systems. The analyst also leads or supports enterprise technology initiatives and uses automation, reporting, and operational metrics to improve service delivery.
Requirements
- Bachelor’s degree in information technology, Computer Science, Information Systems, or equivalent experience.
- At least 3 years of progressive IT support experience with increasing technical responsibility.
- Demonstrated ability to lead complex technical problem-solving across endpoints, workplace, collaboration, and end-user computing technologies.
- Hands-on experience administering Microsoft Intune, including configuration profiles, device enrollment and token management, MDM troubleshooting, policy deployment, and endpoint compliance support.
- Expertise supporting Windows 11, Microsoft 365, SCCM, Windows Autopilot, endpoint security platforms, and enterprise applications.
- Experience supporting enterprise end-user computing environments, including executive stakeholders and service management platforms.
- Experience with Azure Virtual Desktop or similar virtual desktop technologies.
- Experience developing and maintaining PowerShell automation for endpoint administration, reporting, remediation, and operational efficiency.
- Effective communication skills and the ability to engage technical teams, business partners, and executive leadership.
- Demonstrated technical leadership, mentoring, and complex problem-solving abilities.
- Demonstrated commitment to exceptional end-user experience through proactive support, problem management, and continuous improvement.
- Must live within daily commuting distance of Casey’s Store Support Center in Ankeny, Iowa, and be willing to work onsite five days per week.
Nice To Haves
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- CompTIA Security+ certification.
- ITIL Foundation Certification.
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
Responsibilities
- Own technical resolution, root cause analysis, and continuous improvement for complex endpoint, virtual desktop, mobile, collaboration, and workplace technology issues.
- Serve as a technical bridge between Service Desk, Client Services, Infrastructure, Engineering, and Security teams.
- Mentor analysts and help increase the technical capability of the Client Services organization.
- Partner with the Lead Analyst on the operational health, lifecycle management, and continuous improvement of endpoint technologies.
- Provide expertise in Intune, Autopilot, Microsoft 365, Windows 11, endpoint security, compliance, and mobile device management.
- Partner with Infrastructure and Security teams on enterprise standards and solutions.
- Support Azure Virtual Desktop environments in partnership with Infrastructure, including monitoring, performance optimization, troubleshooting, and operational support.
- Support Microsoft Teams Rooms, AV systems, executive collaboration technologies, digital signage, and conference-room technologies.
- Support executive meetings, business-critical events, and high-visibility collaboration needs.
- Lead or support technology refreshes, acquisitions, migrations, onboarding initiatives, and modernization efforts.
- Coordinate project activities across technical teams and business stakeholders.
- Drive automation and standardization through PowerShell scripting, modern management practices, and process optimization.
- Analyze trends and recurring incidents to improve service quality.
- Use ServiceNow dashboards, Power BI reporting, and operational metrics to identify trends, improve service delivery, and support leadership decision-making.
- Evaluate emerging technologies, including Microsoft Copilot and AI-enabled workplace solutions, to improve employee productivity and support efficiency.
Benefits
- Eligible for annual cash bonuses based on company performance.
- The full salary range extends beyond the typical hiring range, providing team members an opportunity to grow within the company.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
