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 We are a fusion power company based in Everett, WA, with the mission to build the world's first fusion power plant, enabling a future with unlimited clean electricity. It was founded in 2013, and is headquartered in Everett, Washington, USA, with a workforce of 201-500 employees. Its website is