IT Help Desk Analyst 1

Walbec Group is seeking an onsite IT Help Desk Analyst in Waukesha, Wisconsin. In this role you will deliver basic end-user IT support across all business units, handling incident reporting, initial triage, remediation, and escalation, along with hardware support and end-user education. The position emphasizes practical problem solving and ongoing development, backed by a robust benefits package and opportunities for career growth.

Benefits

• Competitive compensation aligned with industry standards
• Employer-paid medical plan with HRA contribution (eligibility requirements)
• Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Company-paid short- and long-term disability coverage
• Paid parental leave
• Generous paid time off and holidays
• Profit sharing
• Comprehensive training and professional development
• Ongoing opportunities for career growth

Responsibilities

• Document incidents via telephone, chat, email, or in person
• Create incident tickets for every new report to the service desk
• Perform initial triage and basic diagnostics to identify cause and apply remediation when possible
• Escalate tickets after triage with documented diagnostic information
• Prioritize and schedule incident resolution with end users as needed
• Educate end users on operating technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment
• Test and validate fixes to ensure issue resolution
• Follow up post resolution to ensure end-user satisfaction
• Utilize diagnostic tools such as SysInternals Suite, Event Viewer, Resource Monitor, and Task Manager
• Access system, driver, and application updates from various resources including the internet
• Set up, configure, and asset-tag End User Devices
• Perform preventative maintenance including cleaning and checking end user devices, especially during off-season
• Maintain working knowledge of trends and best practices in desktop and laptop hardware and software
• Maintain a current list of hardware and software support contact information

Requirements

• Associate's Degree related to Information Technology
• 1 year of experience in a similar role in place of the Associate Degree
• Basic knowledge of Microsoft Windows desktop operating systems
• Basic knowledge of Microsoft Office Suite
• Basic knowledge of computer hardware and software
• Basic knowledge of networking design and terminology

Technologies

• SysInternals Suite
• Event Viewer
• Resource Monitor
• Task Manager
• Microsoft Windows desktop operating systems
• Microsoft Office Suite