Senior Desktop Support Engineer - Onsite & Remote

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 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.