Help Desk Analyst #11598

ECCO Select; Topeka (KS); Hybrid; USD 42,000 - 56,000; Full time

Job summary

ECCO Select is seeking a Help Desk Analyst I for our Topeka, KS location. The role focuses on delivering remote and on-site IT support for hardware, software, and enterprise applications, leveraging ServiceNow to manage incidents.

The ideal candidate has at least 2 years of end-user support experience, strong communication skills, and a customer-first mindset. The position requires on-site presence during onboarding and at least one day per week thereafter in a hybrid work model.

Qualifications

• Minimum 2 years in a Service Desk, Help Desk, Desktop Support, or similar environment.
• Experience with Windows 10/11 and Microsoft 365 incidents is required.
• Good understanding of Azure AD, MFA, and access provisioning.

Responsibilities

• Serve as first contact for IT incidents and service requests.
• Provide remote support for hardware, software, and mobile devices.
• Document and manage incidents in ServiceNow with timely resolution.
• Assist with onboarding, account provisioning, and authentication methods.
• Collaborate with IT teams to improve service delivery and documentation.
• Participate in rotating after-hours on-call schedule.

Skills

Customer service

Windows troubleshooting

Microsoft 365

Identity management

ServiceNow

Mobile device support

Citrix

MDM management

Cybersecurity awareness

Documentation

Multitasking

Team collaboration

Tools

ServiceNow

MDM (Intune)

Azure AD

VPN

Job description

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Help Desk Analyst I

Location Information

Topeka General Office – Topeka, KS

Hybrid work schedule (minimum one day onsite per week); candidates must reside within a 60-minute commute of the reporting location. In-person interviews required.

Position Responsibilities:

As a Help Desk Analyst I, you will serve as the first point of contact for IT incidents and service requests, supporting internal employees, contractors, and interns. Your primary focus will be providing remote support for hardware and software issues, enterprise applications, mobile devices, identity and access services, and network connectivity problems in a ServiceNow-driven environment. You will deliver exceptional customer service, both verbally and in writing, to users at all levels, utilizing active listening and strong problem-solving abilities.

Key responsibilities include diagnosing and resolving technical incidents for Windows workstations and laptops, Microsoft 365 applications, mobile devices, Citrix environments, VPN/remote access, and related enterprise services. You will document and manage incidents using ServiceNow, ensuring timely resolution within established service level objectives. Additional duties involve user onboarding, account provisioning, password resets, multi-factor authentication enrollment, and adherence to company security policies. You will use troubleshooting tools and established procedures to resolve or elevate more complex issues as needed.

Collaboration with Service Desk and IT support teams is crucial for effective incident resolution and service delivery. You will contribute to projects, system testing, documentation, and continuous improvement initiatives, and support the adoption of productivity and collaboration technologies.

This position includes participation in a rotating after-hours on-call schedule to provide support beyond core business hours.

• Minimum 2 years of experience in Service Desk, Help Desk, Desktop Support, or a similar technical support environment.
• Demonstrated ability to diagnose, troubleshoot, and resolve Windows 10/11 OS and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) incidents.
• Knowledge and experience supporting Microsoft Entra ID (Azure AD), multi-factor authentication, user onboarding, and access provisioning.
• Familiarity with ServiceNow or similar incident and request management systems.
• Experience enrolling, configuring, deploying, and supporting corporate-issued iOS/Android devices and endpoint management via Microsoft Intune or other MDM solutions.
• Hands-on support knowledge of hardware and peripherals, including desktops, laptops, monitors, docking stations, printers, webcams, and related devices.
• Exposure to Citrix virtual desktop/application environments, VPN connectivity troubleshooting, and remote support tools.
• Solid understanding of cybersecurity awareness, security best practices, and user verification processes.
• Strong interpersonal, verbal, and written communication skills for effective interaction with both technical and non-technical users.
• Ability to multitask, prioritize work, maintain attention to detail, and thrive in a fast-paced environment with a customer-first mindset.
• Self-motivated with demonstrated initiative and adaptability.
• Ability to document solutions and contribute to knowledge base updates.
• Team-oriented and able to collaborate across IT groups to advance service delivery and process improvements.

Qualifications:

• Minimum of 2 years providing end-user technical support in a Service Desk or Help Desk environment.
• Experience in large corporate or utility environment is a plus.
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations.
• Candidate must possess a valid driver's license.
• Must be a U.S. citizen and able to successfully complete required background screenings.
• Ability to work onsite during onboarding and at least one day per week in-office following training.
• Reliable home internet and phone service for remote work.
• Capable of performing physical activities that may be required for equipment support.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

This Organization Participates in E-Verify