Desktop Support Analyst - Tier 1

Summary

Helion Technologies is the nation’s largest and fastest-growing IT Managed Services Provider dedicated exclusively to the automotive, heavy-truck, and RV dealership industry. The Desktop Support Analyst (DSA) serves as the initial point of contact for support inquiries, responsible for triaging, troubleshooting, and resolving tier 1 related issues while providing courteous support to clients.

Responsibilities

• The DSA is the initial point of contact for all incoming support inquiries and responsible for triaging, troubleshooting, and resolving all tier 1 related issues
• DSA’s carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask, all while offering swift, courteous support to Helion’s client base
• DSA’s on average manage 5-7 tickets in their queue and receive 16-18 calls a day
• Helion’s Desktop Support department is the largest, and first line of defense for incoming client issues
• The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users

Skills

• Knowledge of computer software, operating systems, hardware, and networking
• Experience with software as a service (SaaS) and other software hosting protocols
• Excellent verbal and written communication skills
• Good problem-solving and critical-thinking skills
• Able to work in a team as well as independently
• Ability to prioritize tasks effectively in a fast-paced environment
• Experienced in providing professional and courteous customer service
• Fosters a highly collaborative environment where employees are encouraged to become versatile and well-rounded technicians
• Possesses a strong team mentality
• Helps remote users including all application support and configuring VPN access
• Maintains user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, shared folder access, and permission assignment to network printers
• Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, Windows 10-11, Adobe, and Dealer Management Systems (DMS)
• Resolves network connectivity issues related to DNS, DHCP, Web Browsers, and DMS
• Performs Troubleshooting related to a variety of printer functions including scan to email, scan to file, and specialty printing (check printers, impact printing, and form printing using DMS software)
• CompTIA A+ or equivalent certification(s)
• Associates Degree in Information Technology or related subject
• 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)
• 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)

Qualifications

Must Haves

• Knowledge of computer software, operating systems, hardware, and networking
• Experience with software as a service (SaaS) and other software hosting protocols
• Excellent verbal and written communication skills
• Good problem-solving and critical-thinking skills
• Able to work in a team as well as independently
• Ability to prioritize tasks effectively in a fast-paced environment
• Experienced in providing professional and courteous customer service
• Fosters a highly collaborative environment where employees are encouraged to become versatile and well-rounded technicians
• Possesses a strong team mentality
• Helps remote users including all application support and configuring VPN access
• Maintains user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, shared folder access, and permission assignment to network printers
• Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, Windows 10-11, Adobe, and Dealer Management Systems (DMS)
• Resolves network connectivity issues related to DNS, DHCP, Web Browsers, and DMS
• Performs Troubleshooting related to a variety of printer functions including scan to email, scan to file, and specialty printing (check printers, impact printing, and form printing using DMS software)
• CompTIA A+ or equivalent certification(s)
• Associates Degree in Information Technology or related subject
• 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)

Nice to Haves

• 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)

Benefits

• Work From Home for most positions
• Paid certification training materials & exam reimbursement
• 100% company-paid medical premiums (individual coverage) + company-funded HRA
• Dental & Vision Insurance
• Paid Time Off, Paid Holidays, and Paid Maternity/Paternity Leave
• 401(k) with company match
• Company-paid Life & Long-Term Disability insurance
• Supplemental life & short-term disability options