Senior Desktop Support Analyst

Advanced Drainage Systems, Inc.; Hilliard (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health & welfare benefits

401(k) with company match

Employee stock purchase plan

Tuition reimbursement

Parental leave

Job summary

Advanced Drainage Systems, Inc. is seeking a Sr. Desktop Support Analyst to act as a senior technical resource within the IT support organization.

You will provide advanced onsite, remote, telephone, email and desk-side support for users and guests, with a focus on proactive problem solving and timely resolutions. The role emphasizes proactive communication, mentoring teammates, documenting resolutions, and leading continuous improvement initiatives to enhance customer satisfaction and support

Qualifications

• Associate’s or bachelor’s degree in IT preferred.
• 5+ years of Desktop Support, End User Support, or Service Desk experience in an enterprise environment.
• Certifications such as ITIL, SDI, MCP, HDI, JAMF, MCSA are a plus.

Responsibilities

• Provide advanced onsite, remote, telephone, email, and desk-side support for users and guests.
• Deliver exceptional customer experience with empathy, professionalism, and ownership of issues through resolution.
• Triage, troubleshoot, document, resolve, and escalate incidents in the ticketing system.
• Engage IT teams and third-party resources when needed for escalation or expertise.
• Analyze logs in Microsoft applications to identify root causes and resolve issues.
• Configure and troubleshoot Windows workstations, software, hardware, printers, and peripherals.
• Rebuild Windows profiles and manage access to internal apps.
• Maintain asset and software inventory records.
• Create and maintain knowledge articles and support procedures to improve team effectiveness.
• Lead continuous improvement initiatives in support quality and efficiency.

Skills

Troubleshooting

Windows OS

Active Directory

GPO

Microsoft Exchange

Remote support

ServiceNow reports

Customer service

Escalations

Vendor relation

Education

Associate’s or bachelor’s degree in IT

Tools

ServiceNow

JAMF

Job description

Overview

Advanced Drainage Systems is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. With a vast manufacturing and distribution network, we deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. At ADS, we foster a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

Responsibilities

Create a positive customer support experience and build trusted relationships through deep problem

understanding, proactive communication, and timely resolution of issues. 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.

Key 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.

Qualifications

• Associate’s or bachelor's degree in IT preferred.
• 5+ years of Desktop Support, End User Support, or Service Desk experience in an enterprise environment.
• A combination of education, certification, and experience will be considered.
• Certifications such as ITIL, SDI, MCP, HDI, JAMF, MCSA are a plus.

Skills & Competencies

• 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.
• Experience supporting executive and business-critical users preferred.
• 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.
• Experience mentoring team members or serving as a senior technical resource preferred.
• Ability to prioritize competing tasks with minimal supervision.
• Strong professional work ethic and positive attitude.

#LI-CH1#LI-Onsite

Company Benefits:

Health & Welfare Benefits: Medical and prescription drug plans, telemedicine (with medical plan), High-Deductible Health Plan (HDHP) and Health Savings Account (HSA), dental and vision plans, virtual physical therapy*, an employee assistance program (EAP)*, and voluntary accident, critical illness, and hospital indemnification programs.

Financial Benefits: Retirement 401k program with company match, an employee stock purchase plan (voluntary), financial wellness planning*, paid parental leave*, flexible spending accounts (FSA) for child care and health care, short-term and long-term disability*, basic life insurance, accidental death and dismemberment (AD&D)*, adoption financial reimbursement*, tuition reimbursement*, voluntary life insurance (for employees, spouses, and children), and voluntary identity theft and fraud protection.

*100% paid by ADS.

Why Join ADS?

Growth Opportunities & Global Presence: With a global network of approximately 70 manufacturing plants and 40 distribution centers, ADS offers extensive opportunities for career growth and development in various locations around the world.

Inclusive and Creative Work Culture: ADS fosters a culture of passion, innovation, and continuous improvement, empowering employees to shape industry-leading solutions. We value diverse perspectives, recognizing that they drive better ideas, processes, and performance. Our workplace is built on respect, inclusivity, and shared responsibility, ensuring every team member feels valued and contributes to our collective success.

Innovative & Sustainability Focused: Advanced Drainage Systems is one of the largest plastic recyclers in North America, ensuring over half a billion pounds of plastic is kept out of landfills every year.

Learn More: https://www.adspipe.com/about-us

EEO Statement

ADS supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. ADS is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.