HELP DESK ANALYST SUPPORT

• 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)

1. Systems & Tools *

• 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.

1. Document & Email Support *

• Assist with claims process related issues dealing with network, folder permissions.
• Support email delivery, spam filtering, and attachments in Outlook 365

1. 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

1. Collaboration *

• Work closely with applications and infrastructure leads and escalate complex issues.
• Assist in onboarding new users (accounts, credentials, devices)

• Highschool diploma or GED with relevant work experience
• 2+ 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 LogMeIn or VPN

Preferred: *

• 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.

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!