Hybrid Desktop Support Analyst

Helion Technologies; Atlanta (GA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Hybrid Desktop Support Analyst to join their dynamic Tier 1 team in Atlanta. This entry-level position offers a fantastic opportunity to develop your skills while providing essential support to clients in the automotive and heavy trucking dealership sector. You'll be the first line of defense, troubleshooting and resolving issues while managing multiple tickets daily. With comprehensive benefits, including certification training and 100% company-paid medical premiums, this role promises a rewarding career path in a fast-paced and supportive environment. Join a team that values skill development and client service!

Benefits

Certification Training

Exam Reimbursement

100% Company-Paid Medical Premiums

Dental Insurance

Vision Insurance

Paid Time Off

Paid Holidays

Maternity/Paternity Leave

401k Matching

Qualifications

• 1-3 years of support experience, preferably at an MSP.
• CompTIA A+ or equivalent certification required.
• Associate's Degree in IT or related field preferred.

Responsibilities

• Serve as the initial contact for support inquiries and resolve Tier 1 issues.
• Document troubleshooting steps in Helion’s ticketing system.
• Support remote users, including application support and VPN configuration.

Skills

Computer Software Knowledge

Operating Systems Knowledge

Networking Skills

SaaS Experience

Communication Skills

Problem-Solving Skills

Customer Service Skills

Task Prioritization

Education

CompTIA A+ Certification

Associate’s Degree in IT

Tools

Active Directory

Microsoft 365

Autotask

Windows

Adobe

Job description

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

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers, focusing on servicing the automotive and heavy trucking dealership industry. Headquartered in Baltimore, MD, with remote employees across the U.S., Helion offers a dynamic environment for skill development and client service. Our team includes over 100 remote support technicians and local Field Engineers supporting 30,000 end users across more than 30 states.

All employees are eligible for comprehensive benefits, including certification training, exam reimbursement, 100% company-paid medical premiums, HRA, dental and vision insurance, PTO, paid holidays, maternity/paternity leave, 401k matching, and more.

Position Overview

We are recruiting a Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Atlanta, GA. The DSA serves as the initial contact for support inquiries, triages, troubleshoots, and resolves Tier 1 issues. Responsibilities include documenting troubleshooting steps in Helion’s ticketing system, Autotask, and managing 5-7 tickets daily while providing courteous support to clients. The department is the first line of defense for client issues, working collaboratively to ensure swift resolution and minimal hold times.

Responsibilities

1. Knowledge of computer software, operating systems, hardware, and networking.
2. Experience with SaaS and hosting protocols.
3. Excellent verbal and written communication skills.
4. Strong problem-solving and critical-thinking abilities.
5. Ability to work independently and in a team.
6. Effective task prioritization in a fast-paced environment.
7. Professional and courteous customer service.
8. Support remote users, including application support and VPN configuration.
9. Manage user accounts via Active Directory and Microsoft 365.
10. Install, configure, and troubleshoot hardware and software, including Windows, Adobe, and DMS.
11. Resolve network issues related to DNS, DHCP, and web browsers.
12. Perform printer troubleshooting, including scan functions and specialty printing.
13. Travel to client locations for on-site support, including break/fix and deployment tasks.

Qualifications

1. CompTIA A+ or equivalent certification.
2. Associate’s Degree in IT or related field.
3. 1-3 years of support experience, preferably at an MSP.
4. On-site support experience with end users.
5. Personal vehicle for travel in Atlanta, GA.
6. Download the MileIQ app.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting