Help Desk Analyst I

otsi-global; Topeka (KS); On-site; USD 36,000 - 54,000; Full time

Job summary

OTSI in Topeka, KS is seeking a Help Desk Analyst I to be the first point of contact for IT incidents and service requests from employees, contractors, and interns. You will diagnose issues, deliver remote and hands‑on support, and ensure timely responses in a ServiceNow environment.

Ideal candidates have at least two years of help desk experience with Windows, M365, Citrix, VPN, and identity management; strong communication skills; and preferred certifications.

Qualifications

• Minimum 2 years supporting end users in a Help Desk or Service Desk role.
• Experience with Windows workstations, M365, Citrix, VPN, and IAM processes preferred.

Responsibilities

• Diagnose, troubleshoot, and resolve incidents and requests via ServiceNow.
• Provide remote and occasional hands‑on hardware/software support for end users.
• Assist with onboarding, password resets, MFA enrollment, and access provisioning.

Skills

Customer Service

Windows Support

M365

Citrix

Remote Access

IAM/MFA

ServiceNow

Communication

Education

CompTIA A+/Network+/Security+

ITIL Foundations

Microsoft Certifications

Tools

ServiceNow

Citrix

VPN

Microsoft 365

Job description

Object Technology Solutions, Inc (OTSI) has an immediate opening for a Help Desk Analyst I HELP DESK ANALYST I (Topeka, KS)

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 escalat[e] 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.

ABOUT US

OTSI is a global technology partner providing enterprise IT consulting, digital solutions, and managed services. We help organizations modernise 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.

• Data & Analytics (Traditional EDW, BI, Big data, Data Engineering, Data Management, Data Modernization, Data Insights)
• Digital Transformation (Cloud Computing, Mobility, Micro Services, RPA, DevOps)
• QA & Automation (Manual Testing, Non-functional testing, Test Automation, Digital Testing)
• Enterprise Applications (SAP, Java Full stack, Microsoft, Custom Development)
• Disruptive Technologies (Edge Computing/IOT, Block Chain, AR/VR, Biometric)