Service Desk Engineer

Thatcher-Group,-Inc.; Salt Lake City (UT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Profit-sharing

401(k)

Benefits package

Paid time off

Education assistance

Job summary

Thatcher Chemical is hiring a Service Desk Engineer to lead and develop IT technical support, evolving the service desk into a standardized, security‑aligned function that enables cloud, endpoint, and security teams to scale.

The role focuses on resolving complex L2/L3 issues, coordinating with engineers, and driving automation through PowerShell and scripts to reduce manual work and downtime while enhancing operational stability.

Qualifications

• Resolve complex L2/L3 user and endpoint issues.
• Coordinate with endpoint, cloud, and security engineers when required.
• Develop IT self-service capabilities and runbooks.
• Identify automation opportunities using PowerShell and scripts.
• Shift from ticket resolution to operational stability and service desk automation.

Responsibilities

• Lead and develop IT technical support operations.
• Evolve the service desk into a standardized, security‑aligned function.
• Support and troubleshoot M365, Intune policies, and device compliance.
• Drive incidents to resolution and reduce downtime.
• Create troubleshooting guides, SOPs, and automation workflows.

Tools

M365

Intune

Entra ID

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.

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 resolutionto operational stability, reduces downtime, eliminates recurring support issues, and protects engineering capacity by resolving complex incidents hands‑on and improving 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.