Service Desk Analyst I – Topeka, KS
We are seeking a Service Desk Analyst I to provide first-level technical support to internal employees, contractors, and interns. This role will troubleshoot hardware, software, mobile devices, Microsoft 365, VPN, Citrix, enterprise applications, and connectivity issues while delivering professional customer service in a ServiceNow-driven environment.
Key Responsibilities:
- Troubleshoot Windows 10/11, Microsoft 365, laptops, desktops, peripherals, mobile devices, VPN, Citrix, and network connectivity.
- Manage incidents and service requests through ServiceNow and meet established service-level expectations.
- Support onboarding, password resets, MFA enrollment, account access, and provisioning.
- Provide remote and occasional hands-on technical support.
- Document troubleshooting steps and escalate issues when appropriate.
- Collaborate with IT teams and participate in testing, documentation, and continuous improvement initiatives.
Requirements:
- Minimum 2 years of Help Desk, Service Desk, Desktop Support, or similar end-user technical support experience.
- Experience with ServiceNow, Microsoft 365, Entra ID/Azure AD, MFA, Intune/MDM, Citrix, VPN, and Windows environments preferred.
- Strong troubleshooting, communication, customer service, and problem-solving skills.
- Ability to manage multiple priorities and work independently.
- Valid driver's license required.
- U.S. citizenship required due to operational and remote-access requirements.
- Must reside within a 60-minute commute of Topeka, KS.
- Must successfully complete required background screenings.
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are preferred.
Schedule: Monday–Friday, 8-hour shift scheduled between 6:30 AM–5:00 PM. Rotating after-hours on-call may be required.
Location: Topeka, KS onsite during onboarding/training, followed by a hybrid schedule with at least 1 day per week in the office.
Contract: Through 10/22/2027.
