IT Service Desk Analyst | On-Site, Kansas City

Optiv; Overland Park (KS); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Work/life balance

Professional training resources

Volunteer opportunities

Job summary

Optiv is hiring an IT Service Desk Analyst to provide entry-to-mid-level technical support in the Kansas City metro. You will handle helpdesk tickets, troubleshoot Windows and macOS devices, and assist with account provisioning, device imaging, and software deployments across the organization.

The role includes after-hours support, basic network issues, and documentation of steps and resolutions. Certification in Microsoft, Apple, or CompTIA is a plus, with opportunities for growth.

Qualifications

• Experience supporting Windows and macOS desktop OS.
• Experience with Microsoft 365 apps across Windows/macOS.
• Willingness to work after hours and weekends.

Responsibilities

• Accept support calls and emails to the IT Department and track issues.
• Troubleshoot end-user hardware, OS, and software problems.
• Resolve basic network and server access issues for end users.
• Support VoIP and voicemail systems.
• Install and configure Windows/macOS devices and peripherals.
• Create user accounts and provision devices; imaging and deployment.

Skills

Windows OS

macOS

Microsoft 365

Communication skills

Customer service

Education

High school diploma

Tools

Microsoft Intune

Jamf

ServiceNow

Active Directory

OS image deployment

Job description

This position will be hired in the Kansas City metro area and will report into the office 5 days per week. The IT Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The IT Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on-the-spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.

How You'll Make An Impact

• Accept technical support calls and emails to the IT Department and track issues through an enterprise help desk system.
• Troubleshoot and resolve end-user hardware, operating system (Windows and macOS), and software-related problems.
• Troubleshoot and resolve basic network and server access problems for end users.
• Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.
• Analyze and forward support issues that cannot be addressed by the Helpdesk to appropriate IT personnel.
• Install, configure, and test Windows and macOS laptops/desktops, mobile devices, peripherals, and software.
• Responsible for new user setup, including user account creation and Windows and macOS device provisioning, imaging, and deployment.
• Maintain inventory of hardware devices and software licensing.
• Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency.
• Complete assigned companywide rollouts of upgraded Windows and macOS devices, monitors, and other computer equipment.
• Develop and update help desk documentation and procedures.
• Develop technical knowledge and troubleshooting skills on internal applications and IT environment.
• Provide first-line troubleshooting for Windows, macOS, iOS, and iPadOS devices, including connectivity, email, application access, operating system issues, and basic device configuration.
• Support device enrollment, compliance checks, and common endpoint issues using established procedures and tools such as Microsoft Intune and Jamf; escalat​e engineering‑level issues.
• Assist users with password resets, multifactor authentication (MFA), single sign‑on (SSO), and basic account access issues while following identity verification and security procedures.
• Document troubleshooting steps, user communications, resolution details, and accurate ticket categorization in ServiceNow or the designated IT Service Management platform.
• Perform other duties as assigned.

What We're Looking For

• High school diploma required.
• Experience supporting Windows and macOS desktop operating systems required.
• Experience supporting Microsoft Office/Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint, across Windows and macOS required.
• Working knowledge of laptop/desktop/peripheral hardware required.
• Willingness and ability to take calls after hours and on weekends required.
• Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility required.
• A relevant Microsoft, Apple, or CompTIA certification is preferred.
• Working knowledge of Active Directory preferred.Working knowledge of OS image creation and deployment concepts and best practices for Windows and macOS preferred.
• Working knowledge of networks and network cabling preferred.
• Working knowledge of automated software deployment mechanisms preferred.
• Basic knowledge of macOS applications and features, including Finder, System Settings, Safari, and application installation, preferred.
• Familiarity with endpoint management tools such as Microsoft Intune and Jamf preferred.

What You Can Expect From Optiv

• A company committed to our inclusive value through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

Optiv respects your privacy. By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv's selection and recruitment activities. For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time.