Hybrid Desktop Support Analyst
Helion Technologies Inc is the nation’s largest IT Managed Services Provider dedicated to the automotive, heavy-truck, and RV dealership industry. They are seeking a Hybrid Desktop Support Analyst to be the initial point of contact for support inquiries, responsible for triaging, troubleshooting, and resolving tier 1 related issues, both remotely and on-site.
Responsibilities
- Act as the initial point of contact for all incoming support inquiries
- Responsible for triaging, troubleshooting, and resolving all tier 1 related issues
- Carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask
- Offer swift, courteous support to Helion’s client base
- Manage 5-7 tickets in their queue and receive 16-18 calls a day
- Work in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users
- Help remote users including all application support and configuring VPN access
- Maintain user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, shared folder access, and permission assignment to network printers
- Install, configure, and troubleshoot computer hardware, operating systems, and Software including Hard drive, SSD, Ram, Windows 10-11, Adobe, and Dealer Management Systems (DMS)
- Resolve network connectivity issues related to DNS, DHCP, Web Browsers, and DMS
- Perform 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)
- Commute to Helion’s client locations and complete various break/fix and project-oriented tickets as needed
- Complete on-site troubleshooting tasks encompassing PC wipes, reimaging, and deployment, network connectivity, access point management and VoIP configuration
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)
- Able to commute to Helion's client locations and complete various break/fix and project-oriented tickets as needed
- Ability to complete on-site troubleshooting tasks encompassing PC wipes, reimaging, and deployment, network connectivity, access point management and VoIP configuration
- CompTIA A+ or equivalent certifications
- 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+ years of experience working on-site with end users
- Ability to travel to Helion's client location in Minneapolis, Rochester, MN and surrounding areas (personal vehicle required)
- Mileage reimbursement tracked and submitted via the MileIQ app (download required)
- 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)
- Azure/AD: 1 year (Preferred)
- O365: 1 year (Preferred)
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Company Overview