Service Desk Analyst (Microsoft 365)

Location: Topeka, Kansas, with hybrid/onsite attendance 1–2 days per week

Salary: $22.60–$25.34 per hour

Company

hirify.global provides staffing and contract 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, laptops, 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 objectives.
• Support onboarding, access provisioning, password resets, MFA enrollment, and identity and access management processes.
• Use knowledge articles, troubleshooting tools, and established procedures to resolve issues or escalate them when appropriate.
• Provide professional technical support to both technical and non-technical users.

Requirements

• At least 2 years of experience in service desk, help desk, desktop support, or a similar technical support environment.
• Experience with Windows 10 and Windows 11, Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.
• Experience with Microsoft Entra ID, MFA, account management, and access provisioning.
• Experience with ServiceNow incident, request, and knowledge management processes.
• Knowledge of corporate iOS and Android devices, Intune or other MDM solutions, Citrix, VPN connectivity, remote support tools, and hardware/peripheral support.
• Cybersecurity awareness, user verification procedures, and security best practices.

Nice to have

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

Culture & Benefits

• W2 contract position.
• Initial term of 12+ months with an opportunity to extend or convert.
• Monday–Friday daytime schedule.
• Support is provided through a combination of remote and occasional hands-on assistance.