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, 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.
• Communicate effectively with technical and non-technical users.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.
• Familiarity with Incident Management software and remote management tools.

Other Requirements:

• 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 30–45-minute commute to Topeka, KS.
• Reliable home internet for remote work.

Work Environment:

• 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).
• Participation in a 24/7 on-call rotation (overtime eligible for calls).
• Must pay for own parking when working on-site.
• Requires independent work, multi-tasking, prioritization, and effective time management.
• Minimum typing speed: 40+ WPM.

Resume header must include:

• Full legal name
• Current location
• Citizenship status

Interview Preference:

• In-person interviews

Benefits:

• Competitive salary: $38,000/year
• Opportunities for growth and additional training
• Collaborative, supportive work environment