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 firstpoint of contact for information technology incidents and service requests forinternal employees, contractors, and interns. Provide remote and occasionalhands-on support for hardware, software, mobile devices, enterpriseapplications, identity and access services, and network connectivity issues.Support is delivered in a ServiceNow-driven environment with establishedservice level objectives.

Candidates must possess strong interpersonalskills and demonstrate sound judgment, initiative, adaptability, attention todetail, and teamwork. Effective written and verbal communication skills arerequired. The successful candidate must be self-motivated, able to workindependently, and able to manage multiple priorities, with strong computerproficiency and the ability to navigate multiple applications simultaneously.

SKILLS AND ABILITIES REQUIRED:

Diagnose, troubleshoot, and resolve incidentsand service requests for Windows workstations and laptops, Microsoft 365services, corporate iPads and mobile devices, Citrix environments, enterpriseapplications, remote access, VPN, and connectivity issues.

Deliver excellent customer service throughprofessional communication, active listening, and problem-solving withemployees at all levels, both technical and non-technical.

Document, track, and manage incidents andrequests through ServiceNow while meeting established service levelexpectations.

Support user onboarding, access provisioning,password resets, MFA enrollment, and related identity and access managementprocesses.

Utilize knowledge articles, troubleshootingtools, and established procedures to efficiently resolve issues or escalatewhen appropriate.

Follow company policies, security standards,and data protection requirements to safeguard company systems and information.

Collaborate with Service Desk teammates andother IT support teams to resolve incidents, fulfill requests, and improveservice delivery.

Participate in projects, testing, documentationupdates, and continuous improvement initiatives as assigned.

Support adoption and troubleshooting ofapproved productivity, collaboration, and emerging workplace technologies.

Participate in a rotating after-hours on-callschedule to provide support outside of core business hours.

QUALIFICATIONS AND EXPERIENCE

Requires a minimum of two (2) years ofexperience supporting end users in a Service Desk, Help Desk, Desktop Support,or similar technical support environment.

Experience supporting enterprise technologiesin a large corporate environment or utility organization is preferred. 

Industry certifications such as CompTIA A+,Network+, Security+, Microsoft Certifications, or ITIL Foundations arepreferred.

The successful candidate must possess strongcustomer 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 environmentwhile maintaining a high level of professionalism and customer focus.

The successful candidate should have workingknowledge 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-FactorAuthentication (MFA), account management, and access provisioning processes

ServiceNow Incident, Request, and KnowledgeManagement processes

Corporate-issued iOS and Android devices,including enrollment, configuration, application deployment, troubleshooting,and lifecycle support

Microsoft Intune or other endpoint and mobiledevice management (MDM) solutions

Citrix virtual desktop and applicationenvironments

VPN connectivity and basic networktroubleshooting

Remote support tools

Hardware and peripheral support includinglaptops, desktops, monitors, docking stations, printers, webcams, and otherend-user devices

Cybersecurity awareness, user verificationprocedures, and security best practices

Valid driver's license required.

About us

About us:

OTSI is a global technologypartner providing enterprise IT consulting, digital solutions, and managedservices. We help organizations modernize complex technology landscapes,harness the power of data, and build scalable AI-led ecosystems to accelerate innovationand business growth. With over 26 years of experience, we consistently turncomplex challenges into success stories through our strong technicalcapabilities and deep industry knowledge. Our global team of 1,800+professionals, spread across 6 countries, delivers cutting-edge solutions forcustomers across Banking, Financial Services, Insurance, Transportation &Logistics, Energy & Utilities, Healthcare & Life Sciences, Government,Hi-Tech, Telecom & Media, Manufacturing, and more.

Our focused technologyareas:

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

·        Data & Analytics (Data Architecture, Data Engineering, DataMigration, 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, TestAutomation, Digital Testing)

·        Enterprise Platforms (SAP, Microsoft, Oracle, etc.)

Our focused industries andtarget segments:

·      Banking, Financial Services, & Insurance

·      Manufacturing, Transportation, & Logistics

·      Energy & Utilities

·      Telecom & Media

·      Healthcare & Lifesciences

·      Government & Public Sector (FED, SLED, & Partners)

·      Hi-Tech