Help Desk Analyst

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 (Log Me In ), 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, One Drive)2. Systems & Tools Support file server access, permissions, and shared drive organization

Manage and troubleshoot VPN or Log Me In  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 3654. 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 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-TimeWPI 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:

High school diploma or GED with relevant work experience2+ 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 Log Me In  or VPNPreferred:

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.