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# Desktop Support Analyst

- **Company:** Advanced Drainage Systems, Inc.
- **Location:** Hilliard, OH, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Microsoft Exchange Server, Issue Tracking Systems, Log Analysis, Microsoft Software, Networking Basics, Software Troubleshooting, Peripherals, Casper Suite, Servicenow
- **Published:** August 19, 2026
- **Apply:** https://careers-adspipe.icims.com/jobs/21410/senior-desktop-support-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-336151274

## About the Role

* 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.

Skills & Competencies

 * Strong troubleshooting, problem assessment, and solution identification skills.
 * Working knowledge of Windows operating systems, Windows 11, and common business applications.
 * Knowledge of imaging and reimaging Windows workstations.
 * Experience supporting executive and business-critical users preferred.
 * Understanding of group policy objects (GPO), Active Directory, Microsoft Exchange, and multiple server OS versions.
 * Ability to troubleshoot basic network issues.
 * Experience providing remote support.
 * Experience creating and modifying ServiceNow reports.
 * Excellent customer service, communication, and conflict resolution skills.
 * Ability to build positive working relationships with team members and external departments.
 * Strong organizational skills, attention to detail, and effective time management.
 * Experience mentoring team members or serving as a senior technical resource preferred.
 * Ability to prioritize competing tasks with minimal supervision.
 * Strong professional work ethic and positive attitude.

## Description

Create a positive customer support experience and build trusted relationships through deep problem

understanding, proactive communication, and timely resolution of issues. The Sr. Desktop Support Analyst serves

as a senior technical resource and mentor within the support organization, providing advanced troubleshooting,

guidance to team members, and leadership during escalations while promoting a culture of exceptional customer

service and continuous improvement.

Key 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 escalate 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.


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