Service Desk Analyst

Location: Topeka, Kansas, United States. Hybrid schedule after onboarding, with a minimum of one day per week in the office; initial equipment setup and training are onsite. Candidates must reside within a 60-minute commute and be U.S. citizens. Core work hours are Monday–Friday between 6:30 AM and 5:00 PM, with assigned eight-hour shifts and rotating after-hours on-call coverage.

Salary: $22–25 per hour on W-2 for a 12-month contract.

Company

hirify.global provides staffing and technical workforce services.

What you will do

• Serve as the first point of contact for IT incidents and service requests from employees, contractors, and interns.
• Diagnose and resolve issues involving Windows workstations, Microsoft 365, mobile devices, Citrix, enterprise applications, VPN, remote access, and network connectivity.
• Document, track, and manage incidents and requests in ServiceNow while meeting service-level expectations.
• Support onboarding, access provisioning, password resets, MFA enrollment, and identity and access management processes.
• Provide phone, chat, ticketing, and occasional hands-on support while collaborating with other IT teams.
• Participate in testing, documentation updates, projects, continuous improvement, and rotating after-hours on-call support.

Requirements

• At least two years of experience in Service Desk, Help Desk, Desktop Support, or a similar technical support environment.
• Strong customer service, communication, troubleshooting, problem-solving, prioritization, documentation, and teamwork skills.
• Working knowledge of Windows 10/11, Microsoft 365, Microsoft Entra ID, MFA, ServiceNow, endpoint management, Citrix, VPN, and remote support tools.
• Experience supporting corporate laptops, desktops, mobile devices, monitors, docking stations, printers, webcams, and other peripherals.
• Valid driver’s license required.
• U.S. citizenship and successful completion of required background screenings are mandatory.

Nice to have

• Experience supporting enterprise technologies in a large corporate environment or utility organization.
• CompTIA A+, Network+, Security+, Microsoft, or ITIL Foundation certification.

Culture & Benefits

• Hybrid work with primarily remote technical support and occasional onsite assistance.
• Reliable internet and phone access are required for remote work.
• No routine travel is required.
• Parking near the Topeka General Office is limited and employee-funded.
• Work includes physical activities associated with supporting end-user computing equipment.

Hiring process

• In-person interview required.
• New hires complete onsite equipment setup and training.
• Background screenings are required, including screenings for remote access authorization.