Help Desk Analyst I

2 days ago

Topeka, KS, United States SnapIT Solutions Full time
About Us

SnapIT Solutions is a leading IT services and staffing firm specializing in innovative technology solutions. We connect organizations with top-tier talent to achieve their digital transformation goals through expertise, innovation, and excellent customer service.

Position Summary:

We are seeking a motivated Help Desk Analyst to join our team. In this role, you will be the first point of contact for resolving computer, application, and system-related issues for internal users. Support includes hardware, software, mobile devices, network connectivity, and remote diagnostic services. You'll work in a process-driven environment focused on providing outstanding customer service and meeting service level objectives.

Key Responsibilities:
  • Provide courteous, timely, and technical support to end users via phone and remote tools.
  • Troubleshoot and resolve issues with hardware, software, network connectivity, VPNs, Citrix, MS Office 365, Teams, Outlook, mobile devices, printers, and in-house applications.
  • Document, track, and monitor trouble tickets, ensuring resolution within service level agreements (SLAs).
  • Follow security policies and enforce user access guidelines.
  • Support configuration and connectivity to client/server and web-based applications.
  • Participate in team projects and support coworkers as needed.
  • Communicate effectively with technical and non-technical users.
Required Qualifications:
  • Bachelor's degree in a related field with 1+ year of recent Service Desk experience, OR
  • Associate's degree in Computer Science or related field with 2+ years of recent Service Desk experience, OR
  • High School diploma with 2+ years of Service Desk experience.
  • Proficient with Windows 10/11
Preferred Qualifications:
  • CompTIA A+ or Network+ certification.
  • Familiarity with ITIL practices.
  • Experience with ServiceNow, Office 365, Citrix, and mobile operating systems.
  • Strong writing, communication, technical reading, and organizational skills.
  • Higher-than-average customer service skills.
  • Familiarity with Incident Management software and remote management tools.
Other Requirements:
  • Must be a U.S. Citizen.
  • Must pass two background screenings (mandatory supplier screening and client background screening for remote access).
  • Valid driver's license.
  • Must reside within a 60-minute commute to Topeka, KS.
  • Reliable home internet and access to a phone for remote work.
Work Environment:
  • Monday-Friday, 8-hour shift between 6:30 AM - 5:00 PM.
  • Initial on-site onboarding for 1-2 weeks.
  • Once established, the position will be a hybrid work schedule (3-4 days WFH, 1 day in-office or as needed).
  • Requires independent work, multi-tasking, prioritization, and effective time management.
  • Minimum typing speed: 40+ WPM.
Resume header must include:
  • Full legal name
  • Current location
  • Citizenship status
Interview Preference:
  • In-person interviews
Benefits:
  • Competitive salary: $44,000-49,000/year
  • Opportunities for growth and additional training
  • Collaborative, supportive work environment
Additional Information:
  • Screening Requirements: United States citizenship is required for this position. This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
Job Type: Full-time

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Ability to Commute:
  • Topeka, KS 66612 (Required)

Work Location: Hybrid remote in Topeka, KS 66612

Locations Topeka, KS Remote status Hybrid

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