Help Desk Analyst

Object Technology Solutions Inc (OTSI) has an immediate opening for a Help Desk Analyst 1

Help Desk Analyst 1 (Topeka KS - Onsite)

MAJOR RESPONSIBILITES:

Under general supervision 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.

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 to work independently and able to manage multiple priorities with strong computer proficiency and the ability to navigate multiple applications simultaneously.

SKILLS AND ABILITIES 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 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.

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.

QUALIFICATIONS AND EXPERIENCE

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.

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.

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 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

Valid drivers license required.

About us

About us:

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 1800 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.

Our focused technology areas:

AI/ML (Agentic AI Solutions GenAI/LLMs Natural Language Processing Intelligent Processing Physical Intelligence)

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)

Digital Engineering (Application Modernization Product Engineering Platform Engineering DevSecOps)

Quality Engineering (Manual Testing Nonfunctional testing Test Automation Digital Testing)

Enterprise Platforms (SAP Microsoft Oracle etc.)

Our focused industries and target segments:

Banking Financial Services & Insurance

Manufacturing Transportation & Logistics

Energy & Utilities

Telecom & Media

Healthcare & Lifesciences

Government & Public Sector (FED SLED & Partners)

Hi-Tech