Job Description

The Help Desk Analyst is the first point of contact for internal users seeking technical assistance. This role is responsible for resolving hardware, software, and network issues while delivering excellent customer service. Ideal candidates will be detail-oriented, communicative, and able to thrive in a fast-paced environment supporting a diverse user base across a multi-site organization.

The Help Desk Analyst must exhibit the behaviors of the WireCo Business System (WBS):

• Teamwork – Fosters inclusion and encourages respectful debate.
• Accountability – Owns outcomes, learns from setbacks, and recognizes achievements.
• Self-Awareness – Reflects on strengths and growth areas, mindful of their impact on others.
• Noble Intent – Prioritizes integrity and collective success.
• Determined – Takes initiative and seeks solutions.
• Transparent – Embraces open, honest communication.
• Curious – Pursues knowledge and challenges the status quo

** Duties & Responsibilities**

• Provide Tier 1 support via phone, email, and ticketing system for desktops, laptops, printers, mobile devices, and common business applications
• Troubleshoot user issues related to Windows, MS Office, VPN, and network connectivity
• Document issues and resolutions in the service desk system, escalating when necessary
• Set up and configure new workstations, user accounts, and access permissions
• Assist with onboarding and offboarding processes, including asset tracking and account provisioning
• Coordinate with other IT team members to ensure timely issue resolution and project support
• Maintain a high level of professionalism and user satisfaction in all interactions
• Install hardware and software as needed
• Interfaces with users in support of moves, installs and schedules
• Support other Helpdesk activities as directed by management
• Ability to travel to Missouri locations as needed
• Performs all other duties as assigned

Qualifications

** Required Qualifications**

• Associate’s Degree in IT-related field or equivalent combination of education and two years of IT work experience
• Proven problem-solving ability required, including the ability to perform fundamental diagnostic analysis involving the use of basic systems, networking, routing, and technical principles
• Must have good communication skills and the ability to effectively interact with end-users, co-workers, superiors and others outside the company on a technical and non-technical basis
• Familiarity with IT Help Desk support software
• Must be detail-oriented and capable of producing clear and concise documentation

Additional Information

** Materials and Equipment Directly Used**

• Standard office equipment including computer, mouse, keyboard, telephone, multifunction copier

** Additional Information:**

• Must be legally authorized to work in the United States without restriction
• An applicant must complete a satisfactory background check post-offer of employment. A criminal conviction will not be an automatic bar to employment.
• Must be willing and able to pass a post-offer drug screen and physical (if required)
• Must be 18 years of age or older
• Equal Opportunity Employer/Veterans/Disability