Service Desk Analyst #10859

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at .

Position Title: Service Desk Analyst

Location Information

Hybrid Topeka, KS (4 days remote / 1 day onsite, typically Wednesdays). Initial in-person onboarding and training required for 2 3 weeks onsite. Candidates in the Kansas City area should be aware of the commute to the Topeka office.

Position Responsibilities:

As a Service Desk Analyst, you will be a key contributor to a collaborative and engaging technical team, serving as the first point of contact for IT support. Primary duties include:

• Managing and responding to incoming ServiceNow ITSM tickets, ensuring timely and accurate issue resolution.
• Handling first-tier troubleshooting and support for:
  • Office 365 and Microsoft Teams
  • Windows 11 endpoints and iPads
  • VPN connectivity
  • SharePoint and internal web applications
  • Citrix environments
  • Password resets
  • General hardware and software issues
• Coordinating with related teams such as Workstation Support and Asset Management for escalating tickets or following up on aging incidents.
• Participating in internal IT projects and maintaining accurate documentation for all serviced requests.
• Providing friendly, knowledgeable, and professional customer service to end-users in a hybrid workforce environment.
• Contributing positively to a healthy team culture maintaining open communication through Microsoft Teams and upholding a zero ego professional dynamic.

Essential Skills, Experience

We are seeking candidates who are enthusiastic about technology support, with an aptitude for teamwork and a strong commitment to customer satisfaction. Key skills and experience include:

• Prior experience (professional or academic) providing Tier 1 IT support in a service desk/help desk environment is a plus but not required; this is an excellent opportunity for entry-level candidates.
• Working knowledge of Microsoft environments, especially Windows 11, Microsoft 365/Office 365, Teams, and SharePoint.
• Experience or familiarity with ServiceNow or similar ITSM ticketing platforms.
• Basic troubleshooting skills for hardware (workstations, laptops, iPads) and software applications.
• Familiarity with password reset processes, VPN configuration/support, and general networking concepts is beneficial.
• Organized and detail-oriented, especially in documentation and ticket note quality.
• Strong communication skills able to explain technical information clearly for both technical and non-technical audiences.
• A reliable team player, known for professionalism, punctuality, and a positive, collaborative attitude.
• Comfortable with a hybrid working model and open to required onsite work, including onboarding and periodic in-office presence.

Key success in this role is measured by metrics such as first-call resolution rate, self-service tickets completed, average call duration, abandoned call percentage, quality of case notes/documentation, and overall reliability and attendance.

Qualifications:

• High school diploma or GED required; advanced coursework or certifications in Information Technology or related fields is a plus.
• This position is ideal for individuals early in their IT careers, including entry level candidates and those seeking to develop foundational IT support experience.
• A valid driver s license is preferred, as all candidates must be able to reliably commute to the Topeka office as required.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.