Helion Technologies · 2 weeks ago
Hybrid Desktop Support Analyst
Remote - MD - Baltimore, MD 21211
Full-time
Hybrid
Entry Level
1+ years expHelion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. They are seeking a Hybrid Desktop Support Analyst to serve as the initial point of contact for support inquiries, responsible for triaging, troubleshooting, and resolving tier 1 issues while providing excellent customer service.
AutomotiveInformation Technology
Responsibilities
DSA’s carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask, all while offering swift, courteous support to Helion’s client base
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
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
Qualification
Required
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
Must have personal vehicle to travel to client locations in Baltimore, MD are surrounding area
Must download the MileIQ app
Preferred
1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred)
Benefits
Certification training materials
Exam reimbursement
100% company paid Medical premiums at the individual level
Company funded HRA
Dental and Vision Insurance
PTO
Paid Holidays
Paid Maternity/Paternity Leave
401k match
Company paid Long Term Disability and Life insurance
Supplemental Life insurance
Short Term Disability
Company
Helion Technologies
Helion is the largest managed IT and cybersecurity services provider in the U.S.
Founded in 1997Lutherville Timonium, Maryland, USA
201-500 employees
H1B Sponsorship
Helion Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (2)
2022 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Erik Nachbahr
President & Founder
Company data provided by crunchbase