Help Desk Analyst Tier I

Job Title: Help Desk Analyst I
Reports to: IT Manager
FLSA: Non-Exempt
EEO: Professional
Manages others: No
Location: Onsite
Department: Technology Operations

The Help Desk Analyst I provides first-level technical support and customer service for all end users across the organization. This position is responsible for assisting with hardware, software, and mobile device troubleshooting, as well as supporting ongoing IT initiatives and deployments. The successful candidate will be proactive, service-oriented, and capable of working both independently and collaboratively within a fast-paced environment.

• Provide technical support for end-user systems, including Windows, macOS, iOS, printers, and various mobile devices.
• Respond to, troubleshoot, and resolve help desk tickets via phone, email, remote support, and in-person assistance.
• Support technology setup, configuration, deployment, and recovery for company devices and applications.
• Install, configure, and maintain standard desktop software, peripherals, and mobile applications.
• Accurately document support issues, resolutions, and asset details in the IT ticketing and asset management systems.
• Collaborate with other IT team members to identify recurring issues and recommend process improvements.
• Assist with technology-related projects, deployments, and pilot initiatives as assigned.
• Maintain a high level of professionalism and customer service in all interactions.

• 1-3 years of IT help desk or desktop support experience in a professional environment, or an equivalent combination of education and experience.
• Strong troubleshooting skills for hardware, operating systems, and common enterprise software.
• Familiarity with Microsoft Windows, Office 365 Suite (Outlook, Teams, One Drive), Microsoft InTune, macOS, and iOS devices.
• Basic understanding of Active Directory, user account management, and network fundamentals.
• Excellent communication and interpersonal skills with a focus on customer service.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Willingness to work an on-call schedule for off-hours and weekend coverage as required.
• Experience with or interest in supporting field-based mobile device deployments (e.g., tablets, smartphones) preferred.
• Ability to lift and move IT equipment up to 40 lbs as needed.

The physical demands described here are representative of those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to speak and write clearly in order to communicate with employees and customers.
• Manual dexterity is required for occasional reaching and lifting of small objects, and operating basic office equipment of up to 40 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• The auditory/hearing abilities required by the job include the ability to hear others using a phone or online conferencing system.
• The employee is regularly required to stand or sit for prolonged periods.
• This individual must be a responsible person and regular attendance is required.

WPS IS AN EQUAL OPPORTUNITY EMPLOYER AA M/F/V/D.

We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply.

Equal Employment Opportunity is The Law. | Pay Transparency Nondiscrimination Provision

At this time, WPS is unable to provide visa sponsorship.

We use E-Verify and submit information from each new employee's Form I-9 to confirm work authorization.