Help Desk Specialist

iDataLytics LLC; Topeka (KS); Hybrid; USD 42,000 - 54,000; Full time

Job summary

iDataLytics LLC is seeking a Service Desk Analyst 1 to provide first-level technical support to employees, contractors, and interns in a ServiceNow-driven environment. You will troubleshoot Windows 10/11, Microsoft 365, laptops, desktops, and mobile devices while delivering professional remote support.

The role requires 2+ years in IT support, strong communication skills, and familiarity with MFA, VPN, Citrix, and Entra ID. Hybrid work and onsite onboarding near Topeka, KS are included.

Qualifications

• 2+ years of experience in Service Desk or equivalent IT support.
• Strong troubleshooting, communication, and customer service skills.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of MFA, account management, VPN, and basic networking.
• Ability to work in a hybrid environment.

Responsibilities

• Troubleshoot Windows 10/11, Microsoft 365, laptops, desktops, mobile devices, printers, and peripherals.
• Support ServiceNow incidents, requests, and knowledge management.
• Assist with password resets, MFA, account management, and access provisioning.
• Provide support for Microsoft Entra ID, Intune/MDM, Citrix, VPN, and remote access.
• Deliver professional customer service and remote technical support.
• Document issues, resolutions, and follow established SLAs.
• Escalate complex issues and collaborate with other IT teams.
• Participate in projects, testing, documentation, and continuous improvement.
• Participate in a rotating after-hours on-call schedule.

Skills

Troubleshooting

Communication

Customer service

Hybrid environment

Windows troubleshooting

Tools

ServiceNow

Intune/MDM

VPN

Citrix

Microsoft 365

Entra ID

Job description

We are looking for a Service Desk Analyst 1 to provide first-level technical support to internal employees, contractors, and interns. The role involves troubleshooting hardware, software, Microsoft 365, mobile devices, VPN, Citrix, and enterprise applications in a ServiceNow-driven environment.

Key Responsibilities

• Troubleshoot Windows 10/11, Microsoft 365, laptops, desktops, mobile devices, printers, and peripherals
• Support ServiceNow incidents, requests, and knowledge management
• Assist with password resets, MFA, account management, and access provisioning
• Provide support for Microsoft Entra ID, Intune/MDM, Citrix, VPN, and remote access
• Deliver professional customer service and remote technical support
• Document issues, resolutions, and follow established SLAs
• Escalate complex issues and collaborate with other IT teams
• Participate in projects, testing, documentation, and continuous improvement
• Participate in a rotating after-hours on-call schedule

Required Qualifications

• 2+ years of experience in Service Desk, Help Desk, Desktop Support, or similar IT support
• Strong troubleshooting, communication, and customer service skills
• Working knowledge of Windows 10/11 and Microsoft 365
• Experience with ServiceNow or similar ITSM platforms
• Knowledge of MFA, account management, VPN, and basic networking
• Valid driver's licenseAbility to work in a hybrid environment

Preferred

• Experience with Intune/MDM, Citrix, Microsoft Entra ID
• CompTIA A+/Network+/Security+, Microsoft, or ITIL certifications
• Experience supporting enterprise or utility environments

Important:

Candidates must reside within a 60-minute commute of Topeka, KS, attend an in-person interview, and be available for onsite onboarding/training.