Senior Help Desk/Desktop Support Analyst

We are looking for a Senior Help Desk/Desktop Support Analyst to provide dependable technical support and deliver a high-quality experience for employees across the organization. This role is based in Draper, Utah, and is suited to someone who enjoys diagnosing issues, guiding users through solutions, and keeping support requests moving efficiently. The ideal candidate brings strong desktop support knowledge, clear communication skills, and the ability to balance day-to-day service needs with ongoing improvements to support processes.

Responsibilities:

• Manage incoming incidents and service requests from initial intake through final resolution, ensuring each case is documented accurately and handled in a timely manner.
• Assist employees with technical issues involving desktops, user accounts, access permissions, and core workplace systems while maintaining a thorough and attentive support experience.
• Communicate status updates clearly to end users and set realistic expectations throughout the troubleshooting and resolution process.
• Route complex problems to the appropriate technical teams when needed, while monitoring urgency, service targets, and business impact.
• Provide hands-on support for Microsoft Windows environments, Active Directory administration, group policy tasks, and Citrix-based user access.
• Create and maintain support documentation, knowledge resources, and process guides that help improve consistency and reduce repeat incidents.
• Identify patterns in recurring technical problems and recommend practical steps to strengthen reliability and user productivity.
• Contribute to infrastructure or support-related initiatives as needed, including assigned IT projects and operational improvements.