Help Desk Analyst Support

Warranty Processing Inc offers a hybrid IT support role in Beloit, WI where you can help internal teams stay productive through reliable helpdesk support. This position supports approximately 50 internal users with day-to-day troubleshooting, routine IT operations, and clear ticket documentation. You’ll work in a team-friendly atmosphere with opportunities for advancement, career growth, and the chance to make a practical difference for customers.

Compensation: USD 23 to 26 per hour
Location: Beloit, WI (hybrid)
Experience: 2+ years required
Education: Highschool diploma or GED

What you’ll do

• Deliver first-line technical support to internal staff on-site and remotely
• Troubleshoot and resolve issues with desktops, laptops, printers, scanners, and mobile devices
• Support users with Microsoft 365 tools including Outlook, Teams, Excel, and OneDrive
• Assist with file server access, permissions, and shared drive organization
• Manage and troubleshoot remote connectivity using VPN or LogMeIn (GoTo Assist is also used in the role’s technology stack)
• Maintain endpoint security software and ensure updates are applied
• Help with claims process related issues involving network access and folder permissions
• Support Outlook 365 topics including email delivery, spam filtering, and attachment issues
• Track helpdesk tickets and keep a detailed log of issues and resolutions
• Prepare root cause analysis (RCAs) for important incidents
• Create user guides and FAQs for recurring issues
• Pack and ship equipment to new hires and assist with onboarding (accounts, credentials, and devices)
• Support technology asset inventory tracking
• Collaborate with application and infrastructure leads and escalate complex issues

What you bring

• Highschool diploma or GED with relevant work experience
• 2+ years in an IT service desk or technical support role
• Experience using call tracking and ticketing software
• Detail-oriented approach with the ability to be resourceful using available documentation
• Comfort supporting users with varying computer, software, hardware, and system knowledge
• Excellent communication and organization, plus a professional telephone manner
• Proficiency with Microsoft Windows 10/11, Office 365, and file server basics
• Experience supporting remotely using LogMeIn and/or VPN
• Customer-service mindset and strong troubleshooting ability

Nice to have

• Experience in claims processing environments
• Basic understanding of Active Directory
• Exposure to backup software and disaster recovery routines

Benefits

• 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
• Chance to work in a fast-paced and dynamic environment
• Opportunity to learn and grow your career
• Make a difference in the lives of our customers!

Tools you’ll work with

Microsoft 365, Outlook, Teams, Excel, OneDrive, GoTo Assist, LogMeIn, VPN, Microsoft Windows 10/11, Office 365, file server basics, endpoint security software, Active Directory