Service Desk Engineer

Job Details

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.

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.

• Resolve complex L2/L3 user and endpoint issues
• Act as technical escalation for M365 issues (Exchange, Teams, One Drive)
• Act as technical escalation for Intune‑managed device problems
• Act as technical escalation for Autopilot provisioning failures
• Act as technical escalation for identity and access issues (EntraID)
• Coordinate with endpoint, cloud, and security engineers when required
• Support and troubleshoot Intune policies
• Support and troubleshoot device compliance issues
• Support and troubleshoot patch/update failures
• Support and troubleshoot app deployment problems
• Drive incidents to resolution, not reassignment

• Developing IT self-service capability
• Create and maintain runbooks
• Create and maintain troubleshooting guides
• Create and maintain SOPs
• Identify automation opportunities (Power Shell, scripts, workflow) to reduce manual work for L1/L2

This role shifts the help desk to a service desk mentality, moving from ticket resolution to operational stability. It reduces downtime, eliminates recurring support issues, and protects engineering capacity by resolving complex incidents hands‑on and improving operational stability, enabling IT to scale.

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.

• 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.