Help Desk Analyst I

Job Title: Service Desk Analyst 1
Department: Information Technology Topeka General Office
Location: Topeka General Office - Topeka, KS

Scheduled Work Hours:
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.

Summary of Primary Duties and Responsibilities:
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.

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.
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.

Education and Experience Requirements:
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%2B, Network%2B, Security%2B, Microsoft Certifications, or ITIL Foundations are preferred.

Skills, Knowledge, and Abilities Required:
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
Licenses, Certifications, Bonding, and/or Testing Required:
Valid driver's license required.

Working Conditions:
Candidates must be available to work an assigned eight-hour shift within the core hours listed above.
In-person interviews are required. New hires will be required to report onsite for initial equipment setup and training. Following onboarding, this position follows a hybrid work schedule with a minimum of one day per week in the office. Candidates must reside within a 60-minute commute of the reporting location.
Candidates must have reliable internet service and phone access to support remote work requirements. This role provides primarily remote technical support to internal customers via phone, chat, and ticketing systems, with occasional hands-on support as needed. No routine travel is required.
In addition to normal office work conditions, candidates must be capable of performing the physical activities associated with supporting end-user computing devices and related technology equipment.
Parking near the Topeka General Office is limited to nearby garages, which charge a daily rate. Parking costs are the employee's responsibility and are not reimbursed or subsidized by the company.
Because this position supports Wolf Creek operations, candidates must be U.S. citizens and successfully complete all required background screenings, including those necessary for remote access authorization.
Has a clear mission To empower a better future. chooses to live this mission by valuing People First.
We know to accomplish becoming the most innovative and reliable energy company, we need a team with a variety of backgrounds, perspectives and skills.
So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be.
Is proud to be an equal opportunity workplace and is an affirmative action employer.