[Remote] Desktop Support Analyst
Note: The job is a remote job and is open to candidates in USA. Helion Technologies Inc is the nation’s largest and fastest-growing IT Managed Services Provider dedicated exclusively to the automotive, heavy-truck, and RV dealership industry. They are seeking a Desktop Support Analyst who will be responsible for triaging, troubleshooting, and resolving tier 1 support inquiries while providing courteous support to clients.
Responsibilities
- Serve as the initial point of contact for all incoming support inquiries
- Triaging, troubleshooting, and resolving all tier 1 related issues
- Document each step of the troubleshooting process in Helion’s ticketing system, Autotask
- Manage 5-7 tickets in the queue and receive 16-18 calls a day
- Ensure clients' issues are resolved quickly and hold times are kept minimal
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 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
- Azure/AD: 1 year
- O365: 1 year
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
Company H1B Sponsorship