On-Site IT Help Desk Analyst: Windows, Citrix & VPN

Gdh Consulting, Inc.; Topeka (KS); On-site; USD 28,000 - 32,000; Full time

Job summary

GDH invites applications for a first-level IT Support role based in Topeka, KS. You will diagnose, troubleshoot, and resolve incidents for internal employees, contractors, and interns, handling a wide range of hardware, software, and enterprise applications.

You will join a collaborative service desk, document requests in ServiceNow, assist with onboarding and access provisioning, participate in on-call rotations, and support security and workplace technology initiatives.

Qualifications

• Minimum of two years in a Service Desk, Help Desk, or desktop support role.
• Experience supporting enterprise technologies in large corporate or utility environments preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are advantageous.
• Strong interpersonal and communication skills with both technical and non-technical stakeholders.
• Proficient with Windows 10/11, Microsoft 365, mobile device management, Citrix, VPN, and network connectivity.
• Ability to prioritize, analyze issues, and document solutions.

Responsibilities

• Diagnose, troubleshoot, and resolve issues related to Windows operating systems, Microsoft 365 services, and mobile devices.
• Support Citrix virtual environments, enterprise applications, remote access, VPN, and network connectivity problems.
• Deliver professional customer service through clear communication and active listening to both technical and non-technical users.
• Document, track, and manage incidents and service requests using ServiceNow, ensuring timely resolution within established service levels.
• Assist with user onboarding, access provisioning, password resets, and Multi-Factor Authentication enrollment.
• Utilize troubleshooting tools and knowledge articles to efficiently resolve or elevate issues.
• Follow security policies and data protection standards to ensure system integrity and confidentiality.
• Collaborate with team members and other support groups to address complex issues and enhance service quality.
• Participate in project work, process improvements, and testing related to IT support services.
• Support the adoption of workplace technologies and participate in after-hours on-call rotations for support beyond standard hours.

Skills

Interpersonal skills

Communication

Customer service orientation

Tools

Windows 10/11

Microsoft 365

Citrix

VPN

Network connectivity

Job description

GDH invites applications for a first-level IT Support role based in Topeka, KS. You will diagnose, troubleshoot, and resolve incidents for internal employees, contractors, and interns, handling a wide range of hardware, software, and enterprise applications.

You will join a collaborative service desk, document requests in ServiceNow, assist with onboarding and access provisioning, participate in on-call rotations, and support security and workplace technology initiatives.