Service Desk Analyst

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

As an IT Service Desk Analyst you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and remote associates which may include users of all types and skill levels. This is an in-office role, requiring the associate to be in office 5 days a week. Responsibilities may also include hardware procurement and provisioning, asset management, mentoring, hardware and software testing, and some advanced troubleshooting and support.

Responsibilities

• Provide excellent customer service and level 1 technical support as a member of our Service Desk team
• Serving as the initial point of contact within our IT Department, you will gather and analyze information about the reported issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem
• Participate in the rollout and training of new technology solutions
• Leverage and create Knowledge Base articles and SOP to resolve known issues
• Escalate to Level 2 and Level 3 support personnel when needed
• Evaluate new technologies within the scope of the team to determine benefit and value in the environment
• Communicate effectively with all levels of management and staff
• Promote cross-team relationships with other IT support team members to facilitate fast response
• Mentor junior Associates
• Strong troubleshooting skills
• Accurately log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution (utilizing ITIL fundamentals)
• Assists associates with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Works with procurement staff to purchase hardware and software
• Assesses functional needs to determine specifications for purchases
• Participate in call support rotation
• Assist with conference room technology
• Other duties as assigned

Qualifications

• Outstanding customer service skills, with the ability to empathize, and professionally troubleshoot and resolve customer’s issues.
• Strong troubleshooting skills
• Maintaining, setup and upgrade (when required) desktop applications
• Excellent verbal, written and/or interpersonal communication skills
• Advanced level experience and working knowledge with a minimum of five of the following: computer hardware, Windows operating systems, Microsoft Office, Microsoft Active Directory, VDI, telephony, desktop imaging, hardware provisioning, Audio\Video technology and remote user access.
• Strong network experience which includes TCP/IP, VPN, Wi-Fi, and security policies
• Familiarity with Remote/Home office support challenges
• Knowledge of project management principles
• Customer service, soft skills and team interaction are critical to the success of this position

At SECURA, we are transforming the insurance experience by putting authenticity at the forefront of everything we do. Our mission is clear: we’re making insurance genuine. We recognize that our associates are our greatest assets, and we invest in their well-being and professional growth. We offer opportunities for continuous learning and career advancement, competitive benefits, and a culture that champions work-life balance. Joining SECURA means becoming part of a dynamic team that values each individual’s contribution and foster a collaborative atmosphere. Here, you’ll not only find a fulfilling career but also a place where you can make a positive impact every day.

SECURA Insurance strives to provide equal opportunity for all employees and is committed to fostering an inclusive work environment. We welcome applicants from all backgrounds and walks of life.