Desktop Support Analyst - Hybrid

HELION TECHNOLOGIES INC • Richmond, VA

212d

About The Position

Helion is actively recruiting a new Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Richmond, VA. The Hybrid DSA is the initial point of contact for all incoming support inquiries and responsible for triaging, troubleshooting, and resolving all tier 1 related issues. 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.

Requirements

• 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.
• Ability to work in a team as well as independently.
• Ability to prioritize tasks effectively in a fast-paced environment.
• 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.

Nice To Haves

• CompTIA A+ or equivalent certifications.
• Associates Degree in Information Technology or related subject.

Responsibilities

• Serve as the initial point of contact for all incoming support inquiries.
• Triage, troubleshoot, and resolve all tier 1 related issues.
• Document each step of the troubleshooting process in Helion’s ticketing system, Autotask.
• Manage an average of 5-7 tickets in the queue and receive 16-18 calls a day.
• Provide professional and courteous customer service.
• Help remote users with application support and configuring VPN access.
• Maintain user accounts utilizing Active Directory and Microsoft 365.
• Install, configure, and troubleshoot computer hardware, operating systems, and software.
• Resolve network connectivity issues related to DNS, DHCP, Web Browsers, and DMS.
• Perform troubleshooting related to various printer functions.
• Commute to client locations for break/fix and project-oriented tickets as needed.
• Complete on-site troubleshooting tasks including PC wipes, reimaging, and deployment.

Benefits

• Certification training materials and exam reimbursement.
• 100% company paid Medical premiums at the individual level.
• Company funded HRA.
• Dental and Vision Insurance.
• PTO and paid Holidays.
• Paid Maternity/Paternity Leave.
• 401k match.
• Company paid Long Term Disability and Life insurance.
• Supplemental Life insurance and Short Term Disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees