Help Desk Analyst

otsi-global; Topeka (KS); On-site; USD 40,000 - 55,000; Full time

Job summary

Object Technology Solutions, Inc (OTSI) in Topeka, KS is seeking a Help Desk Analyst 1 to join our onsite IT support team. You will be the first point of contact for internal users, providing timely help with hardware, software, and network issues.

You will work in a ServiceNow environment, assist with onboarding and access provisioning, and collaborate with IT colleagues to resolve incidents and improve service delivery. Strong communication and customer service skills are required.

Qualifications

• Minimum of two years of experience supporting end users in a Service Desk or similar environment.
• Experience supporting enterprise technologies in a large organization is preferred.
• Strong customer service, troubleshooting, and problem-solving skills are required.
• Ability to document solutions and follow procedures in a fast-paced environment.

Responsibilities

• Be the initial contact for IT incidents and service requests for employees, contractors, and interns.
• Provide remote and onsite support for hardware, software, mobile devices, and enterprise apps.
• Document and track incidents in ServiceNow and meet SLAs.
• Assist with onboarding, access provisioning, and password resets, plus MFA enrollment.

Skills

Customer service orientation

Communication skills

Teamwork

Ability to manage multiple priorities

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft Certifications

ITIL Foundations

Tools

ServiceNow

Microsoft 365

Azure AD / Entra ID

MFA

Intune

Citrix

VPN

MDM

Job description

Object Technology Solutions, Inc (OTSI) has an immediate opening for a Help Desk Analyst 1 Help Desk Analyst 1 (Topeka, KS - Onsite)

MAJOR RESPONSIBILITES:

• 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.

SKILLS AND ABILITIES REQUIRED:

• 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 escalation 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.

QUALIFICATIONS AND EXPERIENCE

• Requires a minimum of two (2) years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.
• Experience supporting enterprise technologies in a large corporate environment or utility organization is preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are preferred.
• The successful candidate must possess strong customer service, communication, troubleshooting, and problem‑solving skills.
• Candidates must be able to effectively prioritize work, analyze issues, document solutions, and provide technical support in a fast‑paced environment while maintaining a high level of professionalism and customer focus.
• The successful candidate should have working knowledge or experience supporting:
• • Windows 10 and Windows 11 operating systems
  • Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint
  • Microsoft Entra ID (Azure AD), Multi‑Factor Authentication (MFA), account management, and access provisioning processes
  • ServiceNow Incident, Request, and Knowledge Management processes
  • Corporate‑issued iOS and Android devices, including enrollment, configuration, application deployment, troubleshooting, and lifecycle support
  • Microsoft Intune or other endpoint and mobile device management (MDM) solutions
  • Citrix virtual desktop and application environments
  • VPN connectivity and basic network troubleshooting
  • Remote support tools
  • Hardware and peripheral support including laptops, desktops, monitors, docking stations, printers, webcams, and other end‑user devices
  • Cybersecurity awareness, user verification procedures, and security best practices
  • Valid driver's license required.

About us

OTSI is a global technology partner providing enterprise IT consulting, digital solutions, and managed services. We help organizations modernize complex technology landscapes, harness the power of data, and build scalable AI‑led ecosystems to accelerate innovation and business growth. With over 26 years of experience, we consistently turn complex challenges into success stories through our strong technical capabilities and deep industry knowledge. Our global team of 1,800+ professionals, spread across 6 countries, delivers cutting‑edge solutions for customers across Banking, Financial Services, Insurance, Transportation & Logistics, Energy & Utilities, Healthcare & Life Sciences, Government, Hi‑Tech, Telecom & Media, Manufacturing, and more.

• AI/ML (Agentic AI Solutions, GenAI/LLMs, Natural Language Processing, Intelligent Processing, Physical Intelligence)
• Data & Analytics (Data Architecture, Data Engineering, Data Migration, Data Modernization, Big Data, Analytics and BI)
• Cloud (Cloud Computing, Cloud Migration, Cloud‑Native Architecture, Hybrid and Multi‑Cloud)
• Digital Engineering (Application Modernization, Product Engineering, Platform Engineering, DevSecOps)
• Quality Engineering (Manual Testing, Nonfunctional testing, Test Automation, Digital Testing)
• Enterprise Platforms (SAP, Microsoft, Oracle, etc.)

• Banking, Financial Services, & Insurance
• Manufacturing, Transportation, & Logistics
• Energy & Utilities
• Telecom & Media
• Healthcare & Lifesciences
• Government & Public Sector (FED, SLED, & Partners)
• Hi‑Tech