Work Arrangement: Onsite during initial onboarding/training; hybrid thereafter with a
minimum of 1 day onsite per week

Position Overview
We are seeking a Service Desk Analyst I to provide first-level technical support to internal employees, contractors, and interns. The ideal candidate will have strong troubleshooting and customer service skills and experience supporting Windows, Microsoft 365, ServiceNow, mobile devices, Intune/MDM, Citrix, VPN, and identity/access services.

Key Responsibilities
Serve as the first point of contact for IT incidents and service requests.
Troubleshoot Windows 10/11, Microsoft 365, laptops, desktops, mobile devices, applications, VPN, Citrix, and network connectivity issues.
Support Outlook, Teams, OneDrive, SharePoint, and other enterprise applications.
Manage incidents and service requests through ServiceNow while meeting established SLAs.
Support user onboarding, account provisioning, password resets, MFA enrollment, and access requests.
Provide support for corporate iOS and Android devices, including enrollment, configuration, applications, and troubleshooting.
Utilize Microsoft Intune/MDM tools for endpoint and mobile device support.
Troubleshoot hardware and peripherals, including laptops, monitors, docking stations, printers, webcams, and related equipment.
Provide professional technical support through phone, chat, remote support, and occasional hands-on assistance.
Follow security policies, user verification procedures, and data protection standards.
Collaborate with other IT teams to resolve escalated incidents and improve service delivery.
Maintain knowledge articles, technical documentation, and troubleshooting procedures.
Participate in testing, projects, process improvements, and technology adoption initiatives.
Participate in a rotating after-hours on-call schedule.

Required Qualifications
2+ years of experience in Service Desk, Help Desk, Desktop Support, or a similar technical support role.
Strong troubleshooting, customer service, communication, and problem-solving skills.
Experience supporting enterprise IT environments.
Working knowledge of:
Windows 10/11
Microsoft 365
Microsoft Entra ID / Azure AD
MFA and access provisioning
ServiceNow
Microsoft Intune / MDM
Citrix
VPN and basic networking
iOS and Android devices
Hardware and peripheral troubleshooting
Ability to manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Valid driver's license required.

Work Requirements
Candidates must reside within a 60-minute commute of Topeka, KS.
In-person interview required.
Initial equipment setup and training will be onsite.
Hybrid schedule after onboarding, with at least 1 day per week onsite.
Reliable internet and phone access required for remote work.
U.S. citizenship required due to Wolf Creek operations and remote-access requirements.
Successful completion of required background screenings is required.
Limited onsite parking; parking expenses are the employee's responsibility.

Interested?
If you have strong Service Desk/Desktop Support experience and are interested in a long-term opportunity in Topeka, KS, please apply or reach out with your updated resume.

Service Desk Analyst

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