Hybrid Desktop Support Analyst

HELION TECHNOLOGIES INC•Springfield, MA

7d•$20 - $25•Hybrid

About The Position

Helion Technologies is seeking a Hybrid Desktop Support Analyst (DSA) for their Tier 1 team in Springfield, MA. This role serves as the primary point of contact for all incoming support inquiries, responsible for triaging, troubleshooting, and resolving tier 1 issues. The DSA will meticulously document troubleshooting steps in Helion’s ticketing system, Autotask, while providing prompt and courteous support to clients. On average, DSAs manage 5-7 tickets and handle 16-18 calls daily. The Desktop Support department operates cohesively to ensure swift client issue resolution and minimize end-user wait times.

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.
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.
CompTIA A+ or equivalent certifications.
Associates Degree in Information Technology or related subject.
1+ years of experience working on-site with end users.
Must have personal vehicle to travel to client locations in Springfield, MA, and surrounding area.
Must download the MileIQ app.

Nice To Haves

1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred).

Responsibilities

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.