Senior Help Desk/Desktop Support Analyst

We are looking for a Senior Help Desk/Desktop Support Analyst to deliver dependable technical support for employees across a dynamic organization in Draper, Utah. This position is well suited to someone who enjoys resolving user issues, communicating clearly, and improving day-to-day technology experiences. The ideal candidate brings strong desktop support knowledge, a service-oriented approach, and the ability to manage incidents efficiently while contributing to a stable and productive IT environment.

Responsibilities:

• Manage support incidents and service requests from initial intake through final resolution, ensuring accurate tracking and timely follow-up.
• Provide end users with clear status updates, practical guidance, and attentive assistance throughout the troubleshooting process.
• Prioritize and escalate complex technical issues when needed to maintain service expectations and meet established response targets.
• Support user accounts, permissions, and endpoint access within Active Directory, Group Policy, desktop systems, and Citrix-based environments.
• Troubleshoot Windows workstations, core Microsoft technologies, and common connectivity problems to restore business operations quickly.
• Maintain support documentation, knowledge resources, and process notes to improve consistency and reduce repeat issues.
• Identify recurring technical problems and recommend improvements that enhance reliability and the overall user experience.
• Assist with infrastructure or support-related projects as assigned, including technical rollouts, upgrades, and operational initiatives.
• 3+ years of experience in help desk, desktop support, or service desk roles within a detail-focused IT environment.
• Working knowledge of Windows 10, Microsoft Windows administration, and desktop troubleshooting best practices.
• Hands-on experience with Active Directory, including user account support and access-related administration.
• Familiarity with service desk ticketing workflows and the ability to manage multiple requests effectively.
• Understanding of basic network troubleshooting and the ability to isolate common connectivity issues.
• Experience supporting Microsoft Exchange environments, preferably version 2013 or later.
• Exposure to Citrix XenApp, VMware, and related end-user computing technologies is preferred.
• Strong written and verbal communication skills with a consistent focus on customer service and teamwork.