HELP DESK ANALYST SUPPORT

Warranty Processing Inc; Beloit (WI); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

401k

Paid vacation, holidays, and sick days

Employer-provided Life insurance

Employer provided equipment

Hybrid work option

Job summary

Warranty Processing Inc is seeking an IT Support & Helpdesk Specialist to deliver day-to-day technical assistance for about 50 internal users. You will configure and troubleshoot Microsoft 365 apps, GoTo Assist, VPN, and file servers, supporting on-site and remote users in Beloit, WI.

The role requires strong customer service and teamwork. Responsibilities include ticketing, onboarding new users, creating user guides, and collaborating with applications and infrastructure teams.

Qualifications

• 2+ years IT service desk or technical support experience.
• Experience with Microsoft 365 tools (Outlook, Teams, Excel, OneDrive).
• Able to support users with varying technical knowledge.

Responsibilities

• End-user support: provide first-line technical assistance on-site and remotely.
• Systems & Tools: manage file server access, VPN/LogMeIn for remote users.
• Document & Email Support: help with Outlook 365 issues and spam filtering.
• Maintenance & Documentation: track tickets and create RCAs and user guides.
• Collaboration: work with IT teams and assist onboarding of new users.

Skills

End-user support

Communication

Organizational skills

Customer service

Team collaboration

Education

High school diploma or GED

Tools

Microsoft 365

GoTo Assist

VPN / LogMeIn

Ticketing software

Job description

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 supportProvide 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 & ToolsSupport file server access, permissions, and shared drive organizationManage and troubleshoot VPN or LogMeIn connections for remote users.Maintain endpoint security software and updates.3. Document & Email SupportAssist with claims process related issues dealing with network, folder permissions.Support email delivery, spam filtering, and attachments in Outlook 3654. Maintenance and documentationTrack 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 hiresTechnology asset inventory tracking5. CollaborationWork closely with applications and infrastructure leads and escalate complex issues.Assist in onboarding new users (accounts, credentials, devices)Estimated Salary Range: $23 to $26 hourlyReports to CTO; Location: Onsite (Beloit, WI) with hybrid option; Type: Full-TimeWPI offers many Benefits includingHealth, Dental and Vision Insurance401kPaid vacation, holidays, and sick daysEmployer-provided Life insuranceEmployer provided equipmentTeam friendly atmosphereOpportunity for advancementOpportunity 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 experience2+ years previous IT service desk or technical support role experienceExperience with call tracking and ticketing softwareAttentive 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 basicsExperience supporting through remote access tools like LogMeIn or VPNPreferred:Experience in claims processing environmentsBasic understanding of Active DirectoryExposure to backup software and disaster recovery routinesSoft skills:Excellent troubleshooting and customer service skillsStrong written and verbal communicationOrganized and responsive under pressureWillingness to learn and grow with the IT team.