Help Desk Analyst I

OTSI (Object Technology Solutions, Inc),

we have an immediate opening for a Job Title Help Desk Analyst I with one of our direct clients.

Job Title: Help Desk Analyst I

Work Location: Topeka, KS (Onsite)

Duration: 12 Months Contract

Job Description

Core hours for this workgroup are Monday – Friday, between 6:30 AM – 5:00 PM. Technicians will work in eight-hour shifts to cover the core work hours for the group. Mandatory one-hour lunch and two 15-minute breaks.

Summary of Primary Duties and Responsibilities

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.

Primary 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 Serv