Senior Desktop Support Lead - Expert Troubleshooter

Advanced Drainage Systems, Inc.

Hilliard (OH)

On-site

USD 55,000 - 85,000

Full time

14 days+

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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.