Desktop Support Analyst

Advanced Drainage Systems is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. With a vast manufacturing and distribution network, we deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. At ADS, we foster a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

Create a positive customer support experience and build strong relationships through deep problem understanding. Ensure timely resolution or escalation, communicate promptly on progress, and handle customers with a professional attitude. Provide entry to mid-level support for end users.

Key Responsibilities

• Prioritize, communicate, triage, and resolve issues in a timely manner.
• Provide entry-level to mid-level end user support for software, hardware, and network related issues.
• Engage with other Desktop Support resources or appropriate IT resources and teams to resolve incidents that are. beyond the scope of their ability or responsibility.
• Procure and deploy software and hardware.
• Log incidents in given ticketing system.
• General conference room support & maintenance.
• Address and resolve basic incidents and requests such as password resets or account lockouts in Active Directory.
• Contribute to process improvements.
• Maintain asset and software inventory.
• User onboarding and off boarding.
• Complete on average 150 - 200 tickets per month.
• Administer access to internal applications.
• Provide executive support.

Qualifications

• Associate’s or bachelor’s degree in IT preferred.
• A combination of education, certification, and experience will be considered.
• ITIL Foundations v4 certification preferred.
• CompTIA A+ or similar certification preferred.

Skills & Competencies

• Must possess strong organizational skills, attention to detail, and be able to manage time effectively.
• Strong interpersonal communication skills that demonstrate an ability to adapt to different situations.
• Knowledge of Active Directory users and computers.
• Ability and desire to provide excellent customer service while also utilizing creative troubleshooting.
• Working knowledge of MS operating systems and applications.
• Understand basic troubleshooting processes.
• Knowledge of SCCM or other computer management software.
• Basic understanding of remote-control tools to use in troubleshooting.
• Ability to utilize multiple resource streams to troubleshoot user incidents and requests.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills

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Health & Welfare Benefits: Medical and prescription drug plans, telemedicine (with medical plan), dental and vision plans, virtual physical therapy*, an employee assistance program (EAP)*, and voluntary accident, critical illness, and hospital indemnification programs.

 Financial Benefits: Retirement 401k program with company match, an employee stock purchase plan (voluntary), financial wellness planning*, paid parental leave*, flexible spending accounts (FSA) for child care and health care, short-term and long-term disability*, basic life insurance, accidental death and dismemberment (AD&D)*, adoption financial reimbursement*, tuition reimbursement*, voluntary life insurance (for employees, spouses, and children), and voluntary identity theft and fraud protection.

*100% paid by ADS.

Growth Opportunities & Global Presence: With a global network of approximately 70 manufacturing plants and 40 distribution centers, ADS offers extensive opportunities for career growth and development in various locations around the world.

Inclusive and Creative Work Culture: ADS fosters a culture of passion, innovation, and continuous improvement, empowering employees to shape industry-leading solutions. We value diverse perspectives, recognizing that they drive better ideas, processes, and performance. Our workplace is built on respect, inclusivity, and shared responsibility, ensuring every team member feels valued and contributes to our collective success.

Innovative & Sustainability Focused: Advanced Drainage Systems is one of the largest plastic recyclers in North America, ensuring over half a billion pounds of plastic is kept out of landfills every year.

Learn More: https://www.adspipe.com/about-us

ADS supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. ADS is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.