Senior IT Support Specialist

Thatcher Company • Salt Lake City, UT

1d

About The Position

Lead and develop IT technical support operations, evolving the service desk from ticket handling into a reliable, standardized, and security-aligned support function that enables cloud, endpoint, and security teams to scale. This role focuses on resolving complex incidents hands-on, reducing downtime, eliminating recurring support issues, and improving operational stability so IT can scale. Structured, tiered support and an ITIL foundation help ensure production-impacting IT issues are addressed appropriately and reduce IT risk to plant operations.

Responsibilities

• Resolve complex Level 2 and Level 3 user and endpoint issues.
• Serve as the technical escalation point for Microsoft 365 issues involving Exchange, Teams, and OneDrive; Intune-managed device problems; Autopilot provisioning failures; and Entra ID identity and access issues.
• Coordinate with endpoint, cloud, and security engineers when needed.
• Support and troubleshoot Intune policies, device compliance issues, patch and update failures, and application deployment problems.
• Drive incidents through to resolution rather than reassigning them.
• Develop IT self-service capabilities.
• Create and maintain runbooks, troubleshooting guides, and standard operating procedures.
• Identify automation opportunities using PowerShell, scripts, and workflows to reduce manual work for Level 1 and Level 2 support.

Benefits

• 100% company-funded Profit-Sharing Plan, with contributions of up to 25% of salary annually.
• 401(k) with traditional and Roth contribution options.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• Health savings account (HSA) and flexible spending account (FSA).
• More than three weeks of paid time off.
• Paid holidays.
• Education reimbursement.
• Ongoing professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed