HELP DESK ANALYST SUPPORT

Beloit, WI 53511

• Salary Range: $23.00 - $26.00 Hourly
• Position Type: Full Time
• Job Shift: Day
• Education Level: 2 Year Degree
• Travel Percentage: None

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:

1. 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)

2. 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.

3. Document & Email Support

• • Assist with claims process related issues dealing with network, folder permissions.
  • Support email delivery, spam filtering, and attachments in Outlook 365

4. 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

5. 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.