Help Desk Analyst

Job Title: Help Desk Analyst Job Description As a Help Desk Analyst, you will be responsible for diagnosing, troubleshooting, and resolving incidents and service requests for various technologies including Windows workstations, Microsoft 365 services, and mobile devices. Your role will involve delivering excellent customer service and technical support to employees at all levels, documenting and managing incidents through ServiceNow, and supporting user onboarding processes. 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 elevate 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. Essential Skills A minimum of two years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment. Strong customer service, communication, troubleshooting, and problem-solving skills. Ability 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. Additional Skills & Qualifications 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. Working knowledge or experience supporting Windows 10 and Windows 11 operating systems. Experience with Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint. Familiarity with Microsoft Entra ID (Azure AD), Multi-Factor Authentication (MFA), account management, and access provisioning processes. Proficiency in ServiceNow Incident, Request, and Knowledge Management processes. Knowledge of corporate-issued iOS and Android devices, including enrollment, configuration, application deployment, troubleshooting, and lifecycle support. Experience with Citrix virtual desktop and application environments. Understanding of VPN connectivity and basic network troubleshooting. Experience with remote support tools, hardware, and peripheral support including laptops, desktops, monitors, docking stations, printers, webcams, and other end-user devices. Awareness of cybersecurity, user verification procedures, and security best practices. Work Environment The work environment includes an 8-hour shift between 6:30 AM and 5:00 PM, with a 1-hour lunch break and two 15-minute breaks throughout the day. This role requires participation in a rotating after-hours on-call schedule to provide support outside of core business hours. Job Type & Location This is a Contract position based out of Topeka, KS. Pay And Benefits The pay range for this position is $22.00 - $24.67/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type: This is a fully onsite position in Topeka, KS. Application Deadline: This position is anticipated to close on Aug 28, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr Actalent