HELP DESK ANALYST SUPPORT
Summary
Onsite IT help desk analyst at Warranty Processing Inc. in Beloit, WI (hybrid option) supporting ~50 internal users: first-line troubleshooting of desktops, printers, and mobile devices, Microsoft 365 apps (Outlook, Teams, Excel, OneDrive), LogMeIn/VPN remote access, file-server permissions, and ticketing/documentation. Reports to the CTO; $23-26/hr.
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
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- 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
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- 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
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- 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
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- 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!