Desktop Support Analyst

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, we have grown into THE industry expert. With our Corporate Headquarters in Baltimore, MD and employees working remotely throughout the US, Helion is an exciting place to develop your skills, take care of client needs and be part of a dynamic, fun, hardworking team. Helion has a remote support staff of over 100 technicians and local Field Engineers to support our client portfolio of 30,000 end users in over 30 states.

All Helion employees are eligible to take part in our comprehensive benefits package that includes 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 LTD AND Life, supplemental life insurance, short term disability and much more!

Visit Helion.jobsto learn more today!

Position Overview and Qualifications:

Helion is actively recruiting a new Desktop Support Analyst on our 1st Tier of Desktop Support. The Desktop Support Analyst is the initial point of contact for client support issues via telephone. Their first objective, once they are of the phone with the client, is to diagnose the issue. The next step is to begin troubleshooting, on an issue they can resolve, or to get the issue into the hands of someone who can resolve that for the client swiftly and efficiently. The Desktop Support Analyst then documents their troubleshooting steps and closes the ticket, sees it through to its resolution.

Additional Responsibilities:

• Manages a que of 5-7 tickets in addition to 16-18 incoming calls.
• Collaborates with the rest of the Desktop Support team on different tickets that come in to provide the most efficient resolution for our clients.
• Has a team mentality.We have a very collaborative environment and want our employees to become very well-rounded technicians.

Knowledge, Skills, and Abilities

• Active DirectoryCreate new users, add users to groups, knowledge of distribution and security groups.

• DNSFlushing DNS on PC’s, identify what DNS server the PC is using.

• DHCPAdd reservations, determine if scope is full and find IP conflicts.

• File PermissionsAdding, Modifying or Removing.

• PrintersAdding to server, installing drivers, locking down permissions and setting up scans to email and file.

• Microsoft Office 365Setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport and storage limits.

• Desktop TroubleshootingStarting and connecting PC to Remote Registry, connecting to Services, recreating user profile.

• Dealer Management SystemsCreating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions.

• Web BrowsersSoftware installation, resetting settings, setting compatibility views, configuring advanced settings.

• VPNInstallation and setup of VPN Client and AnyConnect.

Certifications:

• CompTIA A+

Job Type: Full-time

Pay: $18.50 - $21.00 per hour

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Active Directory: 1 year (Preferred)
• O365: 1 year (Preferred)

Work Location: Remote