In-Office IT Service Desk Analyst | Mentoring & Support

SECURA Insurance; Neenah (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

SECURA Insurance in Neenah, Wisconsin is seeking an IT Service Desk Analyst to join our in-office team. You will provide first-line technical support to internal users, resolve issues, and contribute to hardware provisioning, asset management, and knowledge base updates.

The role emphasizes strong customer service, effective communication, and hands-on troubleshooting across Windows environments, Active Directory, VPN/VDI, and remote access, with opportunities to mentor junior associates and

Qualifications

• Outstanding customer service skills, with the ability to empathize and professionally troubleshoot.
• Strong troubleshooting skills.
• Maintaining, setup and upgrade of desktop applications.
• Excellent verbal, written and interpersonal communication.
• Advanced experience with Windows OS, Microsoft Office, Active Directory, VDI, telephony, desktop imaging, hardware provisioning, AV tech and remote user access.
• Strong network experience including TCP/IP, VPN, Wi‑Fi, and security policies.
• Familiarity with Remote/Home office support challenges.
• Knowledge of ITIL fundamentals.

Responsibilities

• Provide excellent customer service and level 1 technical support as a member of our Service Desk team.
• Serve as the initial point of contact within our IT Department to gather information and determine resolution steps.
• Participate in rollout and training of new technology solutions.
• Leverage and create Knowledge Base articles and SOPs to resolve known issues.
• Escalate to Level 2 and Level 3 support personnel when needed.
• Maintain incident records using an incident management database per ITIL fundamentals.
• Assist with procurement, installation, configuration, and ongoing usability of desktop computers and peripherals.
• Mentor junior Associates and support conference room technology.
• Collaborate with procurement to purchase hardware and software.

Skills

Customer service

Troubleshooting

Desktop setup & upgrade

Verbal/written communication

Windows OS

Active Directory

VDI

VPN

Remote user support

ITIL basics

Tools

Microsoft Office

ITIL

Job description

SECURA Insurance in Neenah, Wisconsin is seeking an IT Service Desk Analyst to join our in-office team. You will provide first-line technical support to internal users, resolve issues, and contribute to hardware provisioning, asset management, and knowledge base updates.

The role emphasizes strong customer service, effective communication, and hands-on troubleshooting across Windows environments, Active Directory, VPN/VDI, and remote access, with opportunities to mentor junior associates and