Service Desk Analyst

Strategic Staffing Solutions; Topeka (KS); Hybrid; USD 30,000 - 34,000; Full time

Job summary

STRATEGIC STAFFING SOLUTIONS (S3) is hiring a Service Desk Analyst in Topeka, KS. This hybrid/onsite role provides first-line IT support for staff, contractors, and interns in a ServiceNow environment. This W2 contract role runs 12+ months with potential to extend or convert, typically Monday to Friday dayshift.

The ideal candidate has 2+ years of end-user support experience, familiarity with Windows, Microsoft 365, VPN, MFA, Citrix, and device management, plus relevant certifications.

Qualifications

• 2+ years of experience supporting end users in a Service Desk/Help Desk/Desktop Support environment.
• Experience supporting enterprise technologies in large corporate environments preferred.
• Industry certifications such as CompTIA A+, Network+, Security+ or ITIL Foundations preferred.
• Windows 10 and Windows 11 operating systems are required.
• Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint familiarity required.

Responsibilities

• Diagnose, troubleshoot, and resolve incidents and service requests for Windows devices and Microsoft 365 apps.
• Deliver excellent customer service through clear communication and problem-solving.
• Document, track, and manage incidents and requests via ServiceNow.
• Support user onboarding, access provisioning, password resets, MFA enrollment, and IAM processes.
• Utilize knowledge articles and tools to resolve issues or escalate when needed.

Skills

Windows support

Service desk,

Tools

ServiceNow

Citrix

Microsoft Intune

MDM

Job description

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Service Desk Analyst

Topeka, KS (Hybrid/Onsite 1-2 days per week)

W2 contract role

12+ Months with opportunity to extend or convert

Hours: M-F dayshift

Pay Rate: $22.60 - $25.34/HR

Job Description

Serve as the first point of contact for information technology incidents and service requests for internal employees, contractors, and interns. Provide remote and occasional hands‑on support for hardware, software, mobile devices, enterprise applications, identity and access services, and network connectivity issues. Support is delivered in a ServiceNow-driven environment with established service level objectives.

Primary Responsibilities

• Diagnose, troubleshoot, and resolve incidents and service requests for Windows workstations and laptops, Microsoft 365 services, corporate iPads and mobile devices, Citrix environments, enterprise applications, remote access, VPN, and connectivity issues.
• Deliver excellent customer service through professional communication, active listening, and problem-solving with employees at all levels, both technical and non-technical.
• Document, track, and manage incidents and requests through ServiceNow while meeting established service level expectations.
• Support user onboarding, access provisioning, password resets, MFA enrollment, and related identity and access management processes.
• Utilize knowledge articles, troubleshooting tools, and established procedures to efficiently resolve issues or elevate when appropriate.

Experience Requirements

• 2+ years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.
• Experience supporting enterprise technologies in a large corporate environment or utility organization is preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are preferred.
• Windows 10 and Windows 11 operating systems
• Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint
• Microsoft Entra ID (Azure AD), Multi-Factor Authentication (MFA), account management, and access provisioning processes
• ServiceNow Incident, Request, and Knowledge Management processes
• Corporate‑issued iOS and Android devices, including enrollment, configuration, application deployment, troubleshooting, and lifecycle support
• Microsoft Intune or other endpoint and mobile device management (MDM) solutions
• Citrix virtual desktop and application environments
• VPN connectivity and basic network troubleshooting
• Remote support tools
• Hardware and peripheral support including laptops, desktops, monitors, docking stations, printers, webcams, and other end‑user devices
• Cybersecurity awareness, user verification procedures, and security best practices