Help Desk Analyst I: Remote Support & On-Call

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

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.