Service Desk Engineer

Service Desk Engineer

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.

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.

It is the policy of this organization to provide equal employment opportunity to all qualified applicants for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. As an affirmative action employer under E.O. 11246, we invite all applicants to identify themselves on the following page.

AN EQUAL OPPORTUNITY EMPLOYER