Help Desk Analyst I

Topeka, United States | Posted on 08/17/2026

OTSI is a global technology partner providing enterprise IT consulting, digital solutions, and managed services. We help organizations modernize complex technology landscapes, harness the power of data, and build scalable AI-led ecosystems to accelerate innovation and business growth. With over 26 years of experience, we consistently turn complex challenges into success stories through our strong technical capabilities and deep industry knowledge.

Our global team of 1,800+ professionals, spread across 6 countries, delivers cutting-edge solutions for customers across Banking, Financial Services, Insurance, Transportation & Logistics, Energy & Utilities, Healthcare & Life Sciences, Government, Hi-Tech, Telecom & Media, Manufacturing, and more.

• Data & Analytics (Data Architecture, Data Engineering, Data Migration, Data Modernization, Big Data, Analytics and BI)
• Cloud (Cloud Computing, Cloud Migration, Cloud-Native Architecture, Hybrid and Multi-Cloud)
• Quality Engineering (Manual Testing, Non-functional testing, Test Automation, Digital Testing)

• Manufacturing, Transportation, & Logistics
• Energy & Utilities
• Telecom & Media
• Government & Public Sector (FED, SLED, & Partners)

Under general supervision, serveas 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 Service Now-driven environment with established service level objectives.

Candidates must possess strong interpersonal skills and demonstrate sound judgment, initiative, adaptability,attention to detail, and teamwork. Effective written and verbal communication skills are required. The successful candidate must be self-motivated, able towork independently, and able to manage multiple priorities, with strong computer proficiency and the ability to navigate multiple applications simultaneously.

• Diagnose, troubleshoot, and resolve incidents and service requests for Windows workstations and laptops, Microsoft 365services, 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, anddata protection requirements to safeguard company systems and information.
• Collaborate with Service Desk teammates and otherIT 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 ofcore business hours.

• Requires a minimum of two (2) years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, orsimilar technical support…