Help desk analyst support

Job Details:

Job Location: Legal Address - Beloit, WI

Position Type: Full Time

Education Level: 2 Year Degree

Salary Range: $23.00 - $26.00 Hourly

Travel Percentage: None

Job Shift: Day

The IT Support & Helpdesk Specialist will provide day-to-day technical support for end users, troubleshoot hardware/software issues, and manage routine IT operations at Warranty Processing Inc. This role supports ~50 internal users and involves configuring, maintaining, and troubleshooting Microsoft 365 applications, GoTo Assist/remote access tools (LogMeIn), local file servers, and network endpoints. The ideal candidate will deliver excellent customer service while helping the organization grow securely and efficiently.

Responsibilities:

• End-user support: Provide first-line technical support to internal staff (on-site and remote). Resolve issues related to desktops, laptops, printers, scanners, and mobile devices. Assist users with Microsoft 365 tools (Outlook, Teams, Excel, OneDrive).
• Systems & Tools: 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.
• Document & Email Support: Assist with claims process related issues dealing with network, folder permissions. Support email delivery, spam filtering, and attachments in Outlook 365.
• Maintenance and documentation: Track helpdesk tickets and maintain a log of issues/resolutions. Prepare root cause analysis (RCAs) for important incidents. Create user guides and FAQs for recurring issues. Pack and ship equipment to WPI new hires. Technology asset inventory tracking.
• Collaboration: Work closely with applications and infrastructure leads and escalate complex issues. Assist in onboarding new users (accounts, credentials, devices).

Estimated Salary Range: $23 to $26 hourly

Reports to CTO; Location: Onsite (Beloit, WI) with hybrid option; Type: Full-Time

WPI offers many Benefits including:

• Health, Dental and Vision Insurance
• 401k
• Paid vacation, holidays, and sick days
• Employer-provided Life insurance
• Employer provided equipment
• Team friendly atmosphere
• Opportunity for advancement
• Opportunity to work in a fast-paced and dynamic environment.
• Chance to learn and grow in your career.
• Make a difference in the lives of our customers!
• And more!

Qualifications:

Qualifications: Highschool diploma or GED with relevant work experience. 2+ years previous IT service desk or technical support role experience. Experience with call tracking and ticketing software. Attentive to details and ability to be resourceful (using available documentation). Ability to support users with limited knowledge of computers, software, hardware and systems. Excellent communication, and organization skills, learning abilities, and telephone manner. You will be a self-motivated achiever who gains satisfaction from providing excellent customer service. Proficient with Microsoft Windows 10/11, Office 365, and file server basics. Experience supporting through remote access tools like LogMeIn or VPN.

Preferred: Experience in claims processing environments. Basic understanding of Active Directory. Exposure to backup software and disaster recovery routines.

Soft skills:

• Excellent troubleshooting and customer service skills
• Strong written and verbal communication
• Organized and responsive under pressure
• Willingness to learn and grow with the IT team.