Service Desk Analyst

Customer Support & Technical Services

About the Role

At Buchanan Technologies, our Service Desk Analysts are the first point of contact our customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.

This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.

Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.

What You'll Do

Customer Experience

• Deliver friendly, professional, and empathetic support to end users
• Create positive customer experiences during every interaction
• Communicate technical information in a clear, easy-to-understand manner
• Manage customer expectations and follow through on commitments
• Maintain a high level of customer satisfaction and professionalism

Technical Support

• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
• Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
• Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
• Perform account administration tasks including password resets and user access requests
• Escalate complex issues to specialized support teams when appropriate

Incident & Request Management

• Accurately document incidents, service requests, troubleshooting activities, and resolutions
• Maintain detailed and professional ticket records within the IT Service Management platform
• Meet service level objectives for response times, quality, and customer satisfaction
• Contribute to knowledge articles and continuous improvement initiatives

Team Collaboration

• Work effectively with colleagues, leadership, and support teams across multiple locations
• Participate in training, coaching, and skill development activities
• Share knowledge and best practices with team members
• Support organizational initiatives focused on quality, automation, and service excellence

What Makes Someone Successful in This Role

We are looking for people who:

• Enjoy helping others
• Have a positive and professional attitude
• Are naturally curious 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 Technical Knowledge

Experience with some of the following is helpful but not required:

• 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.)

Minimum 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

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 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

Career Path Opportunities

Many of our 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 Join 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

Join a team where customer service and technology come together to make a difference every day.

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $34,112.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

People with a criminal record are encouraged to apply

Application Question(s):

• Position is required to be on-site at the Wichita office, are you able to work 100% on-site?
• 2 vacancies available for a days team OR a nights team. Are you available for 3-4 shifts weekly (12-hr shifts) on either a days or nights team?

Work Location: In person