Desktop Support Analyst - Tier 1

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 U.S., 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 Long Term Disability and Life insurance, supplemental Life insurance, Short Term Disability and much more!

Helion is actively recruiting a new Desktop Support Analyst (DSA) for our Tier 1 team.

The 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.

• Knowledge of computer software, operating systems, hardware, and networking.