Service Desk Engineer

Thatcher Company; Salt Lake City, Northern (UT, KY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Profit-Sharing Plan

401(k) with traditional and Roth

Comprehensive benefits

PTO & paid holidays

Education reimbursement

Job summary

Thatcher Company Inc in Salt Lake City, UT, is seeking a Service Desk Engineer to lead and develop IT technical support and elevate the service desk to a reliable, standardized, and security-aligned function that enables cloud, endpoint, and security teams to scale.

This role focuses on resolving L2/L3 issues, coordinating with cross-functional teams, and driving operations stability to protect plant operations and support critical infrastructure.

Qualifications

• Experience delivering IT service desk to service desk transition.
• Strong troubleshooting for complex L2/L3 problems.
• Knowledge of modern ITIL-aligned processes.

Responsibilities

• Resolve complex L2/L3 user and endpoint issues.
• Act as technical escalation for: M365 issues, Intune devices, Autopilot failures, Entra ID.
• Coordinate with endpoint, cloud, and security engineers as needed.
• Support and troubleshoot: Intune policies, device compliance, patch/update failures, app deployment issues.
• Drive incidents to resolution rather than reassignment.

Skills

L2/L3 IT support

M365 issues

Intune management

Entra ID

Tools

PowerShell

Runbooks

Job description

Job Location: Thatcher Company Inc - Salt Lake City, UT 84104

Position Type: Full Time

Job Shift: Day

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 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.