HELP DESK ANALYST SUPPORT

Warranty Processing; Beloit (WI); Hybrid; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid vacation, holidays, and sick days

Employer-provided equipment

Team friendly atmosphere

Opportunity for advancement

Job summary

Warranty Processing Inc. is seeking an IT Support & Helpdesk Specialist to provide day-to-day technical support for ~50 internal users in Beloit, WI. The role covers Microsoft 365 apps, remote access tools, and end-user device support with a hybrid onsite/remote option.

The ideal candidate has 2+ years in IT service desk, a 2-year degree, and strong customer service skills. Responsibilities include ticket tracking, RCAs, and creating user guides while contributing to secure, efficient operations.

Qualifications

• 2+ years IT service desk or technical support experience.
• 2-year degree required.
• Experience with call tracking and ticketing software.
• Excellent customer service and communication skills.
• Proficient with Windows 10/11, Office 365, and file server basics.
• Experience with remote access tools (LogMeIn, VPN).

Responsibilities

• Provide first-line technical support to internal staff (on-site and remote).
• Resolve issues with desktops, laptops, printers, scanners, and mobile devices.
• Assist users with Microsoft 365 tools (Outlook, Teams, Excel, OneDrive).
• Maintain file server access, permissions, and shared drives.
• Manage VPN/LogMeIn connections for remote users; track tickets.
• Create user guides and keep documentation up to date.
• Collaborate with applications and infrastructure teams on complex issues.

Skills

IT support

Helpdesk

Microsoft 365

Remote access tools

Customer service

Education

2-Year Degree

Tools

LogMeIn

GoTo Assist

VPN

Job description

Job Details: Job Location: Beloit, WI 53511, 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)

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 elevate 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

• 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.