Help Desk Analyst I
hace 24 días
Topeka
Job Description 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., • 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., • 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., • 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., • 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., • Full legal name, • Current location, • Competitive salary: $44,000-49,000/year, • Opportunities for growth and additional training Benefits: • 401(k), • 401(k) matching, • Dental insurance, • Health insurance, • Paid time off