Help Desk Analyst

Premier Inn Hotels LLC (UAE); Topeka (KS); On-site; USD 38,000 - 48,000; Full time

Job summary

OTSI is seeking a Help Desk Analyst 1 for our Topeka, KS onsite team. You will be the first point of contact for IT incidents and service requests, providing remote and hands-on support for hardware, software, and mobility across the enterprise.

Ideal candidates will have 2+ years of service desk experience, strong communication skills, and familiarity with Windows, Microsoft 365, Citrix, and ServiceNow. This role includes after-hours on-call rotation and opportunities to contribute to process

Qualifications

• Requires at least two years of end-user support experience.
• Experience in a large corporate or utility environment preferred.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft or ITIL Foundations are a plus.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests.
• Provide remote and hands-on support for hardware, software, and mobility.
• Troubleshoot Windows, M365, Citrix, and VPN issues in ServiceNow.
• Document and track incidents to meet SLAs and improve service delivery.
• Assist with onboarding, password resets, MFA enrollment, and access provisioning.

Skills

Interpersonal skills

Communication skills

Problem-solving

Time management

Teamwork

Self-motivation

Tools

ServiceNow

Windows 10/11

Microsoft 365

Citrix

Azure AD / MFA

VPN / Networking basics

Job description

Topeka, United States | Posted on 10/02/2026

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.

Our focused technology areas:

• 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)
• Quality Engineering (Manual Testing, Non-functional testing, Test Automation, Digital Testing)

Our focused industries and target segments:

• Manufacturing, Transportation, & Logistics
• Energy & Utilities
• Telecom & Media
• Government & Public Sector (FED, SLED, & Partners)
• Hi-Tech

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 firstpoint of contact for information technology incidents and service requests forinternal employees, contractors, and interns. Provide remote and occasionalhands-on support for hardware, software, mobile devices, enterpriseapplications, identity and access services, and network connectivity issues. Support is delivered in a ServiceNow-driven environment with establishedservice level objectives.
• Candidates must possess strong interpersonalskills and demonstrate sound judgment, initiative, adaptability, attention todetail, and teamwork. Effective written and verbal communication skills arerequired. The successful candidate must be self-motivated, able to workindependently, and able to manage multiple priorities, with strong computerproficiency and the ability to navigate multiple applications simultaneously.
• Diagnose, troubleshoot, and resolve incidentsand service requests for Windows workstations and laptops, Microsoft 365services, corporate iPads and mobile devices, Citrix environments, enterpriseapplications, remote access, VPN, and connectivity issues.
• Deliver excellent customer service throughprofessional communication, active listening, and problem-solving withemployees at all levels, both technical and non-technical.
• Document, track, and manage incidents andrequests through ServiceNow while meeting established service levelexpectations.
• Support user onboarding, access provisioning,password resets, MFA enrollment, and related identity and access managementprocesses.
• Utilize knowledge articles, troubleshootingtools, and established procedures to efficiently resolve issues or elevatewhen appropriate.
• Follow company policies, security standards,and data protection requirements to safeguard company systems and information.
• Collaborate with Service Desk teammates andother IT support teams to resolve incidents, fulfill requests, and improveservice delivery.
• Participate in projects, testing, documentationupdates, and continuous improvement initiatives as assigned.
• Support adoption and troubleshooting ofapproved productivity, collaboration, and emerging workplace technologies.
• Participate in a rotating after-hours on-callschedule to provide support outside of core business hours.

QUALIFICATIONS AND EXPERIENCE

• Requires a minimum of two (2) years ofexperience supporting end users in a Service Desk, Help Desk, Desktop Support,or similar technical support environment.
• Experience supporting enterprise technologiesin a large corporate environment or utility organization is preferred.
• Industry certifications such as CompTIA A+,Network+, Security+, Microsoft Certifications, or ITIL Foundations arepreferred.
• The successful candidate must possess strongcustomer 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 environmentwhile maintaining a high level of professionalism and customer focus.
• The successful candidate should have workingknowledge 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-FactorAuthentication (MFA), account management, and access provisioning processes
• ServiceNow Incident, Request, and KnowledgeManagement processes
• Corporate-issued iOS and Android devices,including enrollment, configuration, application deployment, troubleshooting,and lifecycle support
• Microsoft Intune or other endpoint and mobiledevice management (MDM) solutions
• Citrix virtual desktop and applicationenvironments
• VPN connectivity and basic networktroubleshooting
• Remote support tools
• Hardware and peripheral support includinglaptops, desktops, monitors, docking stations, printers, webcams, and otherend-user devices
• Cybersecurity awareness, user verificationprocedures, and security best practices
• Valid driver's license required.

About us

About us:

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

Our focused technologyareas:

• Data & Analytics (Data Architecture, Data Engineering, DataMigration, Data Modernization, Big Data, Analytics and BI)
• Cloud (Cloud Computing, Cloud Migration, Cloud-Native Architecture,Hybrid and Multi-Cloud)
• Quality Engineering (Manual Testing, Nonfunctional testing, TestAutomation, Digital Testing)

Our focused industries andtarget segments:

• Banking, Financial Services, & Insurance
• Energy & Utilities
• Healthcare & Lifesciences
• Government & Public Sector (FED, SLED, & Partners)