Help Desk Analyst

Object Technology Solutions, Inc (OTSI) has an immediate opening for a Help Desk Analyst

Location Topeka, KS

Job Description:
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:
Bachelors 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.

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.
Topeka, KS. Candidate will be required to PAY FOR THEIR PARKING while working on-site. Candidates should be located within 30-45 minute commute for this position.
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. Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM).

About us:
OTSI is a leading global technology company offering solutions, consulting, and managed services for businesses worldwide since 1999. OTSI serves clients from its 15 offices across 6 countries around the globe with a Follow-the-Sun model. Headquartered in Overland Park, Kansas, we have a strong presence in North America, Central America, and Asia-Pacific with a Global Delivery Center based in India. These strategic locations offer our customers the competitive advantages of onshore, nearshore, and offshore engagement and delivery options, with 24/7 support. OTSI works with 100 enterprise customers, of which many are Fortune ranked, OTSI focuses on industry segments such as Banking, Financial Services & Insurance, Healthcare & Life Sciences, Energy & Utilities, Communications & Media Entertainment, Engineering & Telecom, Retail & Consumer Services, Hi-tech, Manufacturing, Engineering, transport logistics, Government, Defence & PSUs.

Our Center of Excellence:
Data & Analytics
Digital Transformation
QA & Automation
Enterprise Applications
Disruptive Technologies