IT Help Desk Analyst I – Frontline Tech Support

Dexian

Shawnee (KS)

On-site

USD 42,000 - 66,000

Full time

2 days ago

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Job summary

Dexian in the United States seeks an IT Help Desk Analyst to be the first point of contact for information technology incidents and service requests from internal employees and contractors. You will provide remote and occasional hands-on support for hardware, software, mobile devices, and enterprise apps in a ServiceNow-driven environment with SLAs.

The role emphasizes customer service, communication, problem solving, and teamwork, including after-hours on-call rotation and growth opportunities

Qualifications

Requires a minimum of two years of experience supporting end users in a Service Desk or Help Desk environment.
Experience with enterprise technologies in large settings is preferred.
Certifications such as CompTIA A+/ITIL Foundations are preferred.

Responsibilities

Diagnose, troubleshoot, and resolve incidents for Windows devices and MS 365 services.
Provide remote and occasional hands-on support for devices and apps.
Document and track incidents through ServiceNow within SLA expectations.
Assist with onboarding, password resets, MFA enrollment, and access provisioning.
Follow security standards and data protection policies.
Collaborate with IT teams to improve service delivery and support.
Participate in projects, testing, and documentation updates.
Support adoption of productivity and workplace technologies.
Rotate after-hours on-call as required.