Help Desk Analyst I

OTSI•Topeka, KS

5d•Onsite

About The Position

Under general supervision, serve as the first point of contact for information technology incidents and service requests for internal employees, contractors, and interns. Provide remote and occasional hands-on support for hardware, software, mobile devices, enterprise applications, identity and access services, and network connectivity issues. Support is delivered in a ServiceNow-driven environment with established service level objectives. Candidates must possess strong interpersonal skills and demonstrate sound judgment, initiative, adaptability, attention to detail, and teamwork. Effective written and verbal communication skills are required. The successful candidate must be self-motivated, able to work independently, and able to manage multiple priorities, with strong computer proficiency and the ability to navigate multiple applications simultaneously.

Requirements

Minimum of two (2) years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.
Strong interpersonal skills
Sound judgment, initiative, adaptability, attention to detail, and teamwork
Effective written and verbal communication skills
Self-motivated, able to work independently, and able to manage multiple priorities
Strong computer proficiency and the ability to navigate multiple applications simultaneously

Nice To Haves

Experience supporting enterprise technologies in a large corporate environment or utility organization
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations

Responsibilities

Diagnose, troubleshoot, and resolve incidents and service requests for Windows workstations and laptops, Microsoft 365 services, corporate iPads and mobile devices, Citrix environments, enterprise applications, remote access, VPN, and connectivity issues.
Deliver excellent customer service through professional communication, active listening, and problem-solving with employees at all levels, both technical and non-technical.
Document, track, and manage incidents and requests through ServiceNow while meeting established service level expectations.
Support user onboarding, access provisioning, password resets, MFA enrollment, and related identity and access management processes.
Utilize knowledge articles, troubleshooting tools, and established procedures to efficiently resolve issues or escalate when appropriate.
Follow company policies, security standards, and data protection requirements to safeguard company systems and information.
Collaborate with Service Desk teammates and other IT support teams to resolve incidents, fulfill requests, and improve service delivery.
Participate in projects, testing, documentation updates, and continuous improvement initiatives as assigned.
Support adoption and troubleshooting of approved productivity, collaboration, and emerging workplace technologies.
Participate in a rotating after-hours on-call schedule to provide support outside of core business hours.