The Senior IT Support Analyst is a highly visible technical leader within Client Services, responsible for advancing the end-user technology experience across Casey's enterprise. This role combines endpoint engineering, workplace technology leadership, automation, analytics, and executive support to drive operational excellence and modernize how technology enables the business. The position combines deep technical expertise, mentoring analysts, establishing technical standards, delivering white-glove support for executive leadership, driving automation and AI, leveraging operational analytics, and evaluating emerging technologies that improve productivity, security, and reliability.
Technical Leadership & Escalation Management
- Own the technical resolution, root cause analysis, and continuous improvement of complex endpoint, virtual desktop, mobile, collaboration, and workplace technology issues.
- Serve as a technical bridge between Service Desk, Client Services, Infrastructure, Engineering, and Security teams.
- Mentor analysts and help raise the technical capability of the Client Services organization.
Endpoint Engineering & Device Management
- Partner with the Lead Analyst for operational health, lifecycle management, and continuous improvement of endpoint technologies.
- Provide expertise in Intune, Autopilot, Microsoft 365, Windows 11, endpoint security, compliance, and mobile device management.
- Partner with Infrastructure and Security teams on enterprise standards and solutions.
Azure Virtual Desktop (AVD)
- Support AVD environments through partnering with Infrastructure for monitoring, performance optimization, troubleshooting, and operational support.
Collaboration & Workplace Technology
- Support Microsoft Teams Rooms, AV systems, executive collaboration technologies, digital signage, and conference room technologies.
- Support executive meetings, business critical events, and high-visibility collaboration needs.
Project Leadership & Enterprise Initiatives
- Lead or support technology refreshes, acquisitions, migrations, onboarding initiatives, and modernization efforts.
- Coordinate project activities across technical teams and business stakeholders.
Automation, Analytics & Continuous Improvement
- Drive automation and standardization through PowerShell scripting, modern management practices, and process optimization.
- Analyze trends and recurring incidents to improve service quality.
- Use ServiceNow dashboards, Power BI reporting, and operational metrics to identify trends, improve service delivery, and support leadership decision making.
- Evaluate emerging technologies, including Microsoft Copilot and AI-enabled workplace solutions, to improve employee productivity and support efficiency.
Compensation:
Starting pay range: $73,000 - $95,900. Actual pay may vary based on Casey's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, and qualifications. Other factors impacting pay include local prevailing wages and internal equity. This position is eligible for annual cash bonuses based on company performance. Our full salary range for this role does extend beyond the typical hiring range listed, allowing team members the opportunity to continue to grow within the company.
Requirements:
- Bachelor's degree in information technology, Computer Science, Information Systems, or equivalent experience.
- 3+ years of progressive IT support experience with increasing technical responsibility.
- Demonstrated ability to lead complex technical problem solving across endpoints, workplace, collaboration, and end-user computing technologies.
- Expertise supporting Windows 11, Microsoft 365, Intune, SCCM, Windows Autopilot, endpoint security platforms, and enterprise applications.
- Experience supporting enterprise end-user computing environments, including executive stakeholders and service management platforms.
- Experience with Azure Virtual Desktop or similar virtual desktop technologies.
- Experience developing and maintaining PowerShell automation for endpoint administration, reporting, remediation, and operational efficiency.
- Effective communication skills with the ability to engage technical teams, business partners, and executive leadership.
- Demonstrated technical leadership, mentoring, and complex problem-solving abilities.
- Demonstrated commitment to delivering exceptional end-user experience through proactive support, problem management, and continuous improvement.
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- CompTIA Security+
- ITIL Foundation Certification
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
This role does not allow for 100% remote work. Qualified candidates must live within a daily commutable distance of Casey's Store Support Center in Ankeny, IA and be willing to work onsite 5 days per week.
