Get new jobs for this search by email

Join to apply for the Hybrid Desktop Support Analyst role at Helion Technologies

Join to apply for the Hybrid Desktop Support Analyst role at Helion Technologies

Helion Technologies is one of the nations 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!
Position Overview
Helion is actively recruiting a new Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Atlanta, GA. 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. DSAs carefully document each step of the troubleshooting process in Helions ticketing system, Autotask, all while offering swift, courteous support to Helions client base. DSAs on average manage 5-7 tickets in their queue and receive 16-18 calls a day. Helions 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.
• 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.
• 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 Helions 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.
  

• CompTIA A+ or equivalent certifications.
• Associates Degree in Information Technology or related subject.
• 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 in Atlanta, GA and surrounding area.
• Must download the MileIQ app.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Helion Technologies by 2x

Sign in to set job alerts for Desktop Support Analyst roles.

Technical Support Specialist (East Coast)

Enterprise Technology Desktop Support Engineer

IT Technical Support Specialist Hybrid @ Atlanta, GA

Associate Technical Support Analyst CDK Service

Electronics Technical Support Atlanta Line Station (FAA GA)

Payment Operations Technical Support Specialist

Co-op, Crew Resources Operations Reliability and Tech Support (Spring, 2025)

TEMP-Lab/Research Support-Mechanical Tech- NEETRAC

Sr. Analyst, User Generated Content (UGC) Online Operations

Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.