Hybrid Desktop Support Analyst

Helion is the nation’s largest Managed IT, cybersecurity, compliance, and technology enablement provider dedicated exclusively to the automotive and heavy truck dealership industry. For nearly 30 years, we’ve helped dealerships leverage technology to improve operations, strengthen cybersecurity, ensure regulatory compliance, enable AI adoption, and maximize the value of their technology investments.

Today, Helion supports more than 2,000 dealerships and over 35,000 dealership employees across the United States. As we enter our next phase of growth, we’re looking for an exceptional marketing leader to help expand our market presence, accelerate demand generation, and strengthen our position as the technology leader in the dealership industry.

Position Overview:

        Helion is actively recruiting a new Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Springfield, MA. 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. 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.
• 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 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.

Certification, Education & Work Experience Requirements:

• 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 Springfield, MA, and surrounding area.
• Must download the MileIQ app.