IT Service Desk Analyst

The IT Service Desk Analyst provides first-point support and technical troubleshooting for end users. This onsite role in Wichita, KS supports customers through phone, chat, email, and self-service channels, handling incidents and requests while ensuring accurate documentation and timely escalation of complex issues.

Key Responsibilities

• Provide friendly, professional, and empathetic support to end users while creating positive customer experiences
• Explain technical information clearly and help manage customer expectations through to resolution
• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
• Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
• Resolve incidents using knowledge bases, diagnostic tools, and established processes
• Complete account administration tasks, including password resets and user access requests
• Escalate complex issues to specialized support teams when appropriate
• Document incidents, service requests, troubleshooting activities, and resolutions with accurate, professional ticket records in the IT Service Management platform
• Meet service level objectives related to response times, quality, and customer satisfaction
• Contribute to knowledge articles and continuous improvement initiatives
• Work effectively with colleagues, leadership, and support teams across multiple locations
• Participate in training, coaching, and skill development activities, and share knowledge and best practices with team members
• Support organizational initiatives focused on quality, automation, and service excellence

Required Qualifications

• High School Diploma or equivalent
• Strong customer service and communication skills
• Basic computer proficiency
• Ability to type and document information accurately while speaking with customers
• Ability to work independently and within a team environment

Helpful Technical Knowledge

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• Outlook and Exchange Online
• VPN and remote access tools
• Printers and peripheral devices
• Mobile device support (iOS and Android)
• Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)
• IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)

Technologies Used

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• Outlook and Exchange Online
• VPN and remote access tools
• IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)
• Mobile device support (iOS and Android)

What Helps Someone Succeed

• Enjoy helping others and maintain a positive, professional attitude
• Show curiosity and enjoy solving problems
• Communicate clearly and confidently
• Remain calm under pressure
• Learn new technologies quickly
• Take ownership of issues and follow them through to resolution
• Thrive in a fast-paced environment

Preferred Qualifications

• Previous customer service, call center, retail, hospitality, or technical support experience
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
• Experience supporting users in a professional environment

Work Schedule and Environment

• 24x7 operation supporting clients across North America
• Various schedules available, including evenings, weekends, and holidays
• Opportunities for remote, hybrid, or office-based work depending on business needs
• Collaborative team environment focused on growth, coaching, and career development

Compensation and Benefits

• Salary: USD 31,200 per year
• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Career Path Opportunities

• Many leaders, engineers, trainers, and technical specialists began their careers on the Service Desk
• Potential career paths include: Senior Service Desk Analyst, Team Lead, Workforce Management Analyst, Quality Assurance Analyst, Knowledge Management Specialist, Technical Support Specialist, Systems Administrator, Service Delivery Manager

Why Buchanan Technologies

• Competitive compensation
• Paid training and career development
• Certification assistance
• Employee recognition programs
• Opportunities for advancement
• Collaborative and inclusive culture
• Exposure to a wide variety of technologies and industries