Help Desk Analyst I

CHIPTON-ROSS Inc.; Topeka (KS); On-site; USD 40,000 - 50,000; Full time

Job summary

Chipton-Ross is seeking a Service Desk Analyst 1 for a contract opportunity in Topeka, KS. The role focuses on diagnosing and resolving incidents across Windows workstations, Microsoft 365, enterprise apps, and mobile devices while delivering professional customer service.

You will document solutions in ServiceNow, assist with onboarding and MFA enrollment, and engage in a rotating after-hours on-call schedule.

Qualifications

• Minimum of two (2) years of experience in a Service Desk, Help Desk, Desktop Support, or similar environment.
• Strong customer service and communication skills; ability to document solutions clearly.
• Experience with Windows 10/11, Microsoft 365, Azure AD/MFA, ServiceNow and mobile devices.

Responsibilities

• Diagnose, troubleshoot, and resolve incidents for Windows workstations, Microsoft 365, iOS/Android devices, and VPN connectivity.
• Provide professional, customer-focused support and effective communication at all levels of the organization.
• Document, track, and manage incidents and requests in ServiceNow and adhere to SLAs.
• Assist with onboarding, access provisioning, MFA enrollment, and password resets.

Skills

Customer service

Troubleshooting

Communication

Prioritization

Documentation

Windows 10/11

Microsoft 365

Education

High School Diploma or GED

Tools

ServiceNow

Microsoft Intune

Citrix

Azure AD / MFA

Job description

Chipton-Ross is seeking a Service Desk Analyst 1 for a contract opportunity in Topeka, KS.

BASIC QUALIFICATIONS (REQUIRED SKILLS/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.

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
• 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

Remote support tools

Valid driver's license required.

POSITION 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 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 elevate 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.

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

• 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.

REQUIRED EDUCATION:

• Accredited High School Diploma or GED.

WORK HOURS:

• Full-Time
• 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.