Desktop Support Analyst - Tier 1

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, we have grown into THE industry expert. With our Corporate Headquarters in Baltimore, MD and employees working remotely throughout the U.S., Helion is an exciting place to develop your skills, take care of client needs and be part of a dynamic, fun, hardworking team. Helion has a remote support staff of over 100 technicians and local Field Engineers to support our client portfolio of 30,000 end users in over 30 states.

All Helion employees are eligible to take part in our comprehensive benefits package that includes certification training materials, exam reimbursement, 100% company paid Medical premiums at the individual level, company funded HRA, Dental and Vision Insurance, PTO, paid Holidays, paid Maternity/Paternity Leave, 401k match, company paid Long Term Disability and Life insurance, supplemental Life insurance, Short Term Disability and much more!

Position Overview:

        Helion is actively recruiting a new Desktop Support Analyst (DSA) for our Tier 1 team. 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 & Qualifications

• 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).

Certification, Education & Work Experience Requirements:

• 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).