Service Desk Analyst
About The Position
As a Service Desk Analyst, you are the first line of support for technical issues across a Microsoft-focused, cloud-hosted environment. They play a pivotal role in ensuring smooth day-to-day technology operations for end-users, delivering empathetic, responsive service while adhering to compliance and security protocols within a regulated financial institution. The Service Desk Analyst position reports to the Manager, Technology Service Desk and will be based out of our home office in Topeka, Kansas. We work a hybrid schedule, offering flexibility to work both remotely and on-site.
Requirements
- Familiarity with Windows 10/11 and basic macOS troubleshooting
- Up to 2 years of experience in a service desk or help desk environment
- Working knowledge of Microsoft 365 E5 tools and licensing models
- Strong written and verbal communication for translating technical concepts
- Exposure to SCCM/Intune workflows for policy management
- Customer-first mindset and patience under pressure
- Detail-oriented documentation and ticket-handling skills
Nice To Haves
- Experience within Jira Service Management (preferred)
Responsibilities
- Deliver first-contact resolution for software, hardware, connectivity, and access issues across Windows and macOS endpoints
- Respond to service requests via ticketing system, phone, and walk-ups with a strong emphasis on customer satisfaction
- Support Office 365 troubleshooting, including Teams, Outlook, Excel, and SharePoint access
- Assist users with VPN and Zscaler Private Access connectivity in remote and hybrid work setups
- Enroll and maintain endpoints using Intune and SCCM, ensuring policy compliance
- Track issues, document solutions, and escalate recurring problems to engineers
- Educate users on best practices around security and device care
- Collaborate with HR and IT to onboard/offboard users efficiently
Benefits
- Competitive salary and annual incentive bonuses to reward your contributions.
- 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
- Paid parental leave after 90 days of service.
- Comprehensive medical, dental & vision insurance.
- 401(k) with company match, plus Profit Sharing & Savings Plan.
- Short- and Long-Term Disability Insurance to give you peace of mind.
- Flexible Spending Accounts for medical and dependent care.
- Life Insurance to protect your loved ones.
- Educational assistance to support your career development.
- Associate assistance programs for your personal and professional well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
