Help Desk Analyst I

Chipton-Ross is seeking a Service Desk Analyst 1 for a contract opportunity in Topeka, KS.

Requires a minimum of two (2) years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.

The successful candidate must possess strong customer service, communication, troubleshooting, and problem-solving skills. Candidates must be able to effectively prioritize work, analyze issues, document solutions, and provide technical support in a fast-paced environment while maintaining a high level of professionalism and customer focus.

The successful candidate should have working knowledge or experience supporting:

• Windows 10 and Windows 11 operating systems
• Microsoft 365 services, including Outlook, Teams, One Drive, and Share Point
• Microsoft Entra  (Azure AD), Multi-Factor Authentication (MFA), account management, and access provisioning processes
• Service Now 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
• 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

Remote support tools

Valid driver's license required.

• 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 Service Now 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.
• Follow company policies, security standards, and data protection requirements to safeguard company systems and information.
• Collaborate with Service Desk teammates and other IT support teams to resolve incidents, fulfill requests, and improve service delivery.
• Participate in projects, testing, documentation updates, and continuous improvement initiatives as assigned.
• Support adoption and troubleshooting of approved productivity, collaboration, and emerging workplace technologies.
• Participate in a rotating after-hours on-call schedule to provide support outside of core business hours.

• 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.

• Accredited High School Diploma or GED.

• Full-Time
• Core hours for this workgroup are Monday - Friday, between 6:30 AM - 5:00 PM. Technicians will work in eight-hour shifts to cover the core work hours for the group. Mandatory one-hour lunch and two 15-minute breaks.