Hybrid Desktop Support Analyst
reputed company is the nation’s largest and fastest-growing IT Managed Services Provider dedicated exclusively to the automotive, heavy-truck, and RV dealership industry. The Hybrid Desktop Support Analyst is responsible for triaging, troubleshooting, and resolving tier 1 support inquiries while providing swift and courteous support to clients.
Responsibilities
- The Hybrid DSA is the initial reputed company of contact for reputed company incoming support inquiries and responsible for triaging, troubleshooting, and resolving reputed company tier 1 reputed company issues
- DSA’s carefully document each reputed company of the troubleshooting process in Helion’s ticketing system, Autotask, reputed company while offering swift, courteous support to Helion’s client reputed company
- 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
- 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
- reputed company to work in a team as well as independently
- Ability to prioritize tasks effectively in a fast-paced environment
- reputed company 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 reputed company application support and configuring VPN reputed company
- Maintains user accounts utilizing Active Directory and reputed company 365 including password resets, licensing assignment, shared folder reputed company, and permission assignment to network printers
- Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, reputed company 10-11, reputed company, and Dealer Management Systems (DMS)
- Resolves network connectivity issues reputed company to DNS, DHCP, Web Browsers, and DMS
- Performs Troubleshooting reputed company to a variety of printer functions including reputed company to email, reputed company to file, and specialty printing (reputed company printers, impact printing, and reputed company printing using DMS software)
- reputed company 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, reputed company reputed company management and VoIP configuration
- reputed company A+ or equivalent certifications
- Associates Degree in Information Technology or reputed company 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
- Must have personal vehicle to travel to client location in Minneapolis, Rochester, MN and surrounding area
- Must download the MileIQ app
Benefits
- Work From Home for most positions
- Paid certification training materials & exam reimbursement
- 100% company-paid medical premiums (individual coverage) + company-funded HRA
- Dental & reputed company Insurance
- Paid Time Off, Paid Holidays, and Paid Maternity/Paternity Leave
- 401(k) with company match
- Company-paid Life & Long-Term Disability insurance
- Supplemental life & short-term disability options
Company Overview
Company H1B Sponsorship