Help Desk Analyst I

Premier Inn Hotels LLC (UAE); Topeka (KS); On-site; USD 42,000 - 62,000; Full time

Job summary

OTSI is seeking a capable IT Help Desk professional in Topeka, Kansas to provide incident and service request support for staff, contractors, and interns. You will diagnose issues with Windows workstations, Microsoft 365, Citrix, and network access, delivering professional customer service and timely resolutions.

Responsibilities include onboarding, password resets, MFA, and accurate incident documentation in ServiceNow, with a rotating after-hours on-call schedule.

Qualifications

• Minimum two years of end-user support in a Service Desk or similar environment.
• Experience with enterprise tech in large corporate or utility settings preferred.
• Industry certifications such as CompTIA A+, Network+, Security+ or ITIL Foundations recommended.

Responsibilities

• Diagnose, troubleshoot, and resolve incidents for Windows workstations and apps.
• Handle onboarding, password resets, MFA enrollment, and access management tasks.
• Document and track incidents in ServiceNow within SLAs.
• Collaborate with IT teams to improve service delivery and support projects.

Skills

Help desk support

Windows troubleshooting

Microsoft 365

Customer service

ServiceNow

VPN & remote access

Documentation & ticketing

Identity & access management

Education

CompTIA A+ or equivalent

ITIL Foundations

Tools

ServiceNow

Citrix

Job description

Topeka, United States | Posted on 08/17/2026

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)

Under general supervision, serveas the first point of contact for information technology incidents and servicerequests for internal employees, contractors, and interns. Provide remote andoccasional hands-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 stronginterpersonal skills and demonstrate sound judgment, initiative, adaptability,attention to detail, and teamwork. Effective written and verbal communicationskills are required. The successful candidate must be self-motivated, able towork independently, and able to manage multiple priorities, with strongcomputer proficiency and the ability to navigate multiple applicationssimultaneously.

SKILLS ANDABILITIES REQUIRED:

• Diagnose, troubleshoot, and resolve incidents andservice requests for Windows workstations and laptops, Microsoft 365services, corporate iPads and mobile devices, Citrix environments, enterprise applications, 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 and requeststhrough ServiceNow while meeting established service level expectations.
• Support user onboarding, access provisioning,password resets, MFA enrollment, and related identity and accessmanagement processes.
• Utilize knowledge articles, troubleshooting tools,and established procedures to efficiently resolve issues or elevate whenappropriate.
• Follow company policies, security standards, anddata protection requirements to safeguard company systems and information.
• Collaborate with Service Desk teammates and otherIT 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 of approvedproductivity, collaboration, and emerging workplace technologies.
• Participatein a rotating after-hours on-call schedule to provide support outside ofcore business hours.

QUALIFICATIONSAND EXPERIENCE

• Requires a minimum of two (2) years of experiencesupporting end users in a Service Desk, Help Desk, Desktop Support, orsimilar technical support environment.
• Experience supporting enterprise technologies in alarge corporate environment or utility organization is preferred.
• Industry certifications such as CompTIA A+,Network+, Security+, Microsoft Certifications, or ITIL Foundations arepreferred.

About Us

OTSI is a global technologypartner providing enterprise IT consulting, digital solutions, and managedservices. We help organizations modernise complex technology landscapes,harness the power of data, and build scalable AI-led ecosystems to accelerateinnovation and business growth. With over 26 years of experience, weconsistently turn complex challenges into success stories through our strongtechnical capabilities 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 technologies are:

• Data & Analytics(Traditional EDW, BI, Big data, Data Engineering, Data Management, DataModernization, Data Insights)
• Digital Transformation (CloudComputing, Mobility, Micro Services, RPA, DevOps)
• Enterprise Applications (SAP,Java Full stack, Microsoft, Custom Development)