Help Desk Analyst

Company: US Tech Solutions
Location: Topeka
Posted on: May 9, 2025

Job Description:

Job Title: Helpdesk Analyst (Job ID JB-256)

Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.
No. of Openings: 2
Mode of Work: 3-4 days remote and 1 day in office (typically Tues/ wed)
Job Location: 818 S Kansas Ave. Topeka, KS 66612
Project Duration: 6+ months contract
Pay Rate: $22-$26/hr. on W2 (No Benefits, No PTO)
Interview Process: 15-20 min Phone Screen followed by 1 hour In-Person interview
Work Schedule: (Mon - Fri) 5 days a week; flexible between 6:30AM to 5PM

Must be geographically close to Topeka. Candidates should be located within 45-60 minute commute for this position.

(Position includes support at Wolf Creek, therefore candidate will be required to complete 2 background screenings. Mandatory supplier screening and Evergy will also process background for remote access for Wolf Creek).



Job Description:

About the Role (From Hiring Manager):

Looking for a Service Desk Analyst. Not looking for someone who is going to use this job as a place holder.
More of an Entry level role. Need someone bit new to IT/ Seasonal professional/ Someone who value the job
Must be detail oriented and candidate must be able to effectively communicate with all levels of employees, including technical and non-technical in a timely manner.
Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM).
Good remote desktop skills.
Should be able to support in-house apps: CCNB - drives lot of calls/ Maximos (Prior exp is not required)
Must have good Soft skills. Should be a good fit for Evergy.
Positive attitude/ being on time to work and completing the tasks in time.
Not a traditional Call center role but the candidate is expected to take 20 - 25calls/day (can range from 5 to 20min)
Handle the self-service queue tickets
Respond to agent tickets
Previous CSR experience is preferred
IT Skills: ServiceNow, AD, Office 365, MS Teams, Sharepoint and Windows 11.
Soft skills would standout more for the manager
Education and certifications are preferred
This is a Monday through Friday position. Hours vary from 6:30a-5:00p (working eight-hour shift to cover core work hours).
Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be WFH 3-4 days a week, with 1 day a week in-office or as scheduled.
The candidate will also be expected to be in a 24/7 on-call rotation, with OT offered for calls.
Candidate will be required to PAY FOR THEIR PARKING while working on-site. Parking Cost will be reimbursed
Candidate will need to have access to a reliable internet connection in order to work remote.
Majority of the support provided by this candidate will be over the phone remotely. This job is performed with little supervision and REQUIRES the candidate to work independently, multi-task and prioritize workload accordingly.
Must be detail oriented and candidate must be able to effectively communicate with all levels of employees, including technical and non-technical in a timely manner.
Under general supervision, act as first contact for any computer, application or system-related problems and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office365, Outlook, Edge, Adobe Reader, VPN connectivity, Citrix, printers, and applications developed and/or hosted in-house. Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers' expectations by delivering quality customer service.

With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner.
Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listens carefully. Guides the user through diagnostic and resolution procedures, using clear and concise directions.
Resolves a variety of Service Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner. Documents, tracks, and monitors trouble tickets to resolution. Meets SLA requirements.
Follows policies and procedure to ensure corporate data security.
Executes and enforces user access guidelines and procedures.
Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications.
Responds positively and promptly to coworker requests for assistance.
Participates in assigned projects, contributing to their accurate and timely completion.
Communicates effectively with all levels of employees, both technical and non-technical.

Mandatory:

Bachelor's degree in a related field and 1 year recent experience in Service Desk operations.
Associates Degree in a computer science-related field and 2 years recent experience in Service Desk operations.
High School diploma and two years of demonstrated work experience on a Service Desk.
Prefer CompTIA A+ or Net + certifications.
Education or training in ITIL, electronics, organizing, planning, decision making, and effective communication skills preferred.
Successful candidate must have more than two years of demonstrated job experience using basic writing, effective communications, training, and technical reading skills as well as skills in interpersonal relations, handling conflict, organizing, analyzing, planning, judgment, listening, decision making, cooperation, sensitivity to others, technical problem solving, and system troubleshooting.
Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills. Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job. Valid driver's license required.

Keywords: US Tech Solutions, Topeka , Help Desk Analyst, Professions , Topeka, Kansas