Service Desk Engineer

Thatcher Company; Salt Lake City (UT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Profit sharing

401(k) plan

Medical, dental, vision benefits

Life insurance

Disability insurance

Paid time off

Education reimbursement

Job summary

Thatcher Chemical is seeking a Service Desk Engineer to evolve IT support into a service desk focused on operational stability. You will support cloud, endpoint, and security teams, resolving complex issues and driving automation to reduce downtime.

The role emphasizes M365, Intune, and IAM with collaboration across engineering teams. Thatcher offers strong benefits, PTO, and education reimbursement as part of a comprehensive package.

Qualifications

• Experience providing L2/L3 IT support with a focus on enterprise environments.
• Strong hands-on experience with M365 suite and endpoint management.
• Familiarity with Intune, Autopilot, and Entra ID for identity and device management.

Responsibilities

• Resolve complex L2/L3 user and endpoint issues.
• Act as technical escalation for M365 issues (Exchange, Teams, OneDrive).
• Manage Intune‑managed devices and autopilot provisioning.
• Address identity and access issues (Entra ID).
• Coordinate with endpoint, cloud, and security engineers when required.
• Support and troubleshoot Intune policies and device compliance.
• Drive patch/update and app deployment remediation.
• Lead incident resolution to minimise downtime.

Skills

L2/L3 IT support

M365 admin

Intune management

PowerShell scripting

Entra ID / IAM

Tools

PowerShell

Runbooks

Job description

Make a meaningful difference: At Thatcher Chemical facilities across the nation, our manufacturing teams create the essential chemistries, processes, and solutions that support clean water, safe environments, reliable infrastructure, and critical industries. From production and quality to logistics and distribution, your precision, dedication, and commitment to continuous improvement help transform raw materials and innovative science into real-world solutions. Your purpose-driven work plays a vital role in protecting public health, supporting communities, and shaping a safer, more sustainable future.

Make a meaningful difference: At Thatcher Chemical facilities across the nation, our manufacturing teams create the essential chemistries, processes, and solutions that support clean water, safe environments, reliable infrastructure, and critical industries. From production and quality to logistics and distribution, your precision, dedication, and commitment to continuous improvement help transform raw materials and innovative science into real-world solutions. Your purpose-driven work plays a vital role in protecting public health, supporting communities, and shaping a safer, more sustainable future.

Service Desk Engineer

Lead & develop IT technical support operations while 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.

Key Responsibilities

• Resolve complex L2/L3 user and endpoint issues
• Act as technical escalation for M365 issues (Exchange, Teams, OneDrive)
• Intune‑managed device problems
• Autopilot provisioning failures
• Identity and access issues (Entra ID)
• Coordinate with endpoint, cloud, and security engineers when required
• Support and troubleshoot Intune policies
• Device compliance issues
• Patch/update failures
• App deployment problems
• Drive incidents to resolution, not reassignment

Knowledge & Automation

• Developing IT self-service capability
• Create and maintain Runbooks
• Troubleshooting guides
• SOPs
• Identify automation opportunities (PowerShell, scripts, workflow) Reduce manual work for L1/L2

This role shifts the help desk to service desk mentality from ticket resolution to operational stability, reduces downtime, eliminates recurring support issues, and improves operational stability allowing IT to scale. Something a traditional help desk cannot deliver.

Without tiered SLAs & ITIL foundation, production-impacting IT issues wait in the same queue as routine requests. Structured support directly reduces unplanned downtime and removes IT risk from plant operations.

Why is Thatcher right for you?

• 100% company-funded Profit-Sharing Plan (up to 25% of salary annually)
• 401(k) with traditional and Roth contribution options
• Comprehensive benefits: medical, dental, vision, life insurance, short- and long-term disability, HSA/FSA,
• 3+ weeks of PTO, and paid holidays
• Education reimbursement and ongoing professional development.

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website. Thatcher is an Equal Opportunity/Affirmative Action employer, including protected Veterans and individuals with disabilities.

It is the policy of this organization to provide equal employment opportunity to all qualified applicants for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. As an affirmative action employer under E.O. 11246, we invite all applicants to identify themselves on the following page.

AN EQUAL OPPORTUNITY EMPLOYER