Desktop Support Professional

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 offices a remote support staff of over 100 technicians we 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.jobs to learn more today!

Position Overview and Qualifications

Helion is actively recruiting for a new Desktop Support Professional on our 2nd tier of Desktop Support team. The Desktop Support Professional is the first escalation point for tickets that our Desktop Support Analysts' cannot resolve efficiently for our clients. Tasked with resolving PC-related issues assigned via ticket and responsible to receive live hand off calls from Analysts or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as "Owner escalations". They will also travel on-site to client locations in the Springfield, MA area for tickets that have been escalated to field services.

Additional Responsibilities:

• Assists outsourced field personnel in resolving any PC, Printer or Connectivity type of issues while they are at client site.
• Monitors and Troubleshoots Proactive tasks and alerts in PRTG, disk failures, deploying Webroot & WSA via scripting.
• Answers tier 1 calls during high call periods or when scheduling conflicts arise.

• Active Directory
  • Create new users, add users to groups, knowledge of distribution and security groups.
• DNS
  • Flushing DNS on PC's, identify what DNS server the PC is using.
• DHCP
  • Add reservations, determine if scope is full and find IP conflicts.
• Barracuda Email Filter
  • Test LDAP and SMTP, Bypass rate control, whitelist by IP or Domain.
• Cisco Networking
  • Interpret Network maps and NetFlow in PRTG, trace devices through the network via MAC.
• Dealer Management Systems
  • Creating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions.
• Desktop Troubleshooting
  • Starting and connecting PC to Remote Registry, connecting to Services, recreating user profile.
• File Permissions
  • Adding, Modifying or Removing.
  • FShare vs NTFS, find location of DFS from PC, sharing folders, assigning permissions (group vs individual), proper permissions for common shares.
• Group Policy
  • Identifying folder redirection, identifying and updating/verifying policy on PC, adding sites to trusted sites GPO, troubleshooting group policies not applying.
• Microsoft Office 365
  • Add device to receive connector, lookup MX records, determine if domain is blacklisted, create a shared calendar, understanding of email headers.
• Printers
  • Adding to server, installing drivers, locking down permissions and setting up scans to email and file.
• Proactive/Backups
  • Setup and restore Zetta backup jobs, setup and restore AppAssure jobs, document backup jobs.
• VMware
  • Determine data storage space, create VM PC.
• Web Browsers
  • Software installation, resetting settings, setting compatibility views, configuring advanced settings.
• Web Filtering
  • Installing and uninstalling agent to PC.
• Wireless
  • Navigating and using Meraki dashboard, checking SSID's from an Access Point, disconnect a user from Access Point.

Certifications:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
  • MD-100 exam (Windows 10)
  • MD-101 exam (Managing Modern Desktops)