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