Senior Desktop Support Analyst

Advanced Drainage Systems; Hilliard (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Advanced Drainage Systems in the United States (OH) is seeking a Senior Desktop Support Analyst to provide advanced onsite, remote, and desk-side support for users and guests, while mentoring team members and leading escalations.

The role emphasizes problem solving, strong communication, and ownership of issues, with focus on Windows workstations, AD, Exchange, and knowledge management to improve self-service and service quality.

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.

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 elevate 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.

Skills

Windows OS

Active Directory

Microsoft Exchange

Remote Support

Onsite Support

Customer Service

Troubleshooting

Education

IT degree (Assoc/Bachelor)

Tools

ServiceNow

Job description

Advanced Drainage Systems

EEO Statement

Advanced Drainage Systems is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Senior Desktop Support Analyst

US-OH-Hilliard

Job ID: 2026-21410

Type: Regular Full-Time

# of Openings: 1

Category: IT

Advanced Drainage Systems

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 elevate 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.

Leadership Competencies

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.

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