Service Desk Analyst

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 escalate 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

*Beware of scams. S3 never asks for money during its onboarding process