HELP DESK ANALYST SUPPORT
About The Position
The IT Support & Helpdesk Specialist provides day-to-day technical support for end users and manages routine IT operations at Warranty Processing Inc. The role supports approximately 50 internal users and involves configuring, maintaining, and troubleshooting Microsoft 365 applications, remote-access tools, local file servers, and network endpoints. The position is onsite in Beloit, Wisconsin, with a hybrid option, and reports to the CTO. The specialist provides first-line support to on-site and remote staff, helps maintain endpoint security and equipment inventories, documents incidents and resolutions, and assists with onboarding new users. The role also works with applications and infrastructure leads, escalating complex issues as needed.
Requirements
- High school diploma or GED with relevant work experience.
- At least 2 years of experience in an IT service desk or technical support role.
- Experience with call-tracking and ticketing software.
- Proficiency with Microsoft Windows 10/11, Office 365, and file-server basics.
- Experience supporting users through remote-access tools such as LogMeIn or VPN.
- Attention to detail and resourcefulness in using available documentation.
- Ability to support users with limited knowledge of computers, software, hardware, and systems.
- Excellent communication and organizational skills, learning ability, and telephone manner.
- Self-motivation and a focus on providing excellent customer service.
Nice To Haves
- Experience in claims-processing environments.
- Basic understanding of Active Directory.
- Exposure to backup software and disaster-recovery routines.
- Strong troubleshooting and customer-service skills.
- Strong written and verbal communication.
- Ability to stay organized and responsive under pressure.
- Willingness to learn and grow with the IT team.
Responsibilities
- Provide first-line technical support to internal staff, both onsite and remotely.
- Resolve issues involving desktops, laptops, printers, scanners, and mobile devices.
- Assist users with Microsoft 365 applications, including Outlook, Teams, Excel, and OneDrive.
- Support file-server access, permissions, and shared-drive organization.
- Manage and troubleshoot VPN or LogMeIn connections for remote users.
- Maintain endpoint security software and updates.
- Assist with claims-process issues involving network access and folder permissions.
- Support email delivery, spam filtering, and attachments in Outlook 365.
- Track helpdesk tickets and maintain logs of issues and resolutions.
- Prepare root cause analyses for important incidents.
- Create user guides and FAQs for recurring issues.
- Pack and ship equipment to new hires and track technology assets.
- Work with applications and infrastructure leads and escalate complex issues.
- Assist with onboarding new users, including accounts, credentials, and devices.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid vacation, holidays, and sick days
- Employer-provided life insurance
- Employer-provided equipment
- Team-friendly atmosphere
- Opportunity for advancement
- Opportunity to learn and grow in your career
- Opportunity to work in a fast-paced and dynamic environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
