Service Desk Analyst

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING! Service Desk Analyst Topeka, KS (Hybrid/Onsite 1-2 days per week) W2 contract role 12+ Months with opportunity to extend or convert Hours: M-F dayshift Pay Rate: $22.60 - $25.34/HR Job Description 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. 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 elevate when appropriate. Experience Requirements 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. 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 #J-18808-Ljbffr