IT Help Desk Analyst I — Customer-Focused Support

Newsletter Jobs; Topeka (KS); On-site; USD 42,000 - 56,000; Full time

Job summary

ECCO Select seeks a Help Desk Analyst I to be the first contact for IT incidents for internal staff, contractors, and interns in a Topeka environment. You will deliver remote and occasional on-site support across Windows/Microsoft 365, Citrix, VPN, and devices, while documenting actions in ServiceNow.

The role emphasizes strong communication, problem solving, and teamwork, with on-call rotation and ongoing improvements to processes and knowledge articles.

Qualifications

• Minimum of two years in a Service Desk/Help Desk/ Desktop Support role.
• Strong problem-solving and troubleshooting skills with professional communication.
• Ability to document procedures and manage multiple tasks in a fast-paced environment.
• Experience with incident and request workflows in ServiceNow is preferred.

Responsibilities

• Serve as initial IT contact for incidents and requests for employees, contractors, interns.
• Provide remote and occasional hands-on support for hardware, software, and network issues.
• Document and track incidents using ServiceNow, meeting SLAs.
• Support onboarding, access provisioning, password resets, MFA enrollment.
• Escalate to higher-level support when needed and assist with continuous improvement.

Skills

Customer service

Problem solving

Communication

Documentation

Independent work

Team collaboration

Multi-tasking

Security awareness

Education

CompTIA A+

Network+/Security+

Microsoft Certifications

ITIL Foundations

Tools

ServiceNow

Microsoft 365

Azure AD

MDM Intune

Citrix

VPN

Job description

ECCO Select seeks a Help Desk Analyst I to be the first contact for IT incidents for internal staff, contractors, and interns in a Topeka environment. You will deliver remote and occasional on-site support across Windows/Microsoft 365, Citrix, VPN, and devices, while documenting actions in ServiceNow.

The role emphasizes strong communication, problem solving, and teamwork, with on-call rotation and ongoing improvements to processes and knowledge articles.