Hybrid Desktop Support Analyst – Remote & On-Site

Helion Technologies; Minneapolis, Northern (MN, KY); Hybrid; USD 29,000 - 36,000; Full time

Job summary

Helion Technologies is seeking a Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Minneapolis, MN. The role serves as the initial contact for support inquiries, triaging and resolving tier 1 issues, and documenting steps in Autotax while delivering courteous service.

The ideal candidate will have CompTIA A+ or equivalent, an Associate’s in IT, and 1-3 years MSP experience; willingness to travel to client locations; and strong teamwork, communication, and problem-solving skills.

Qualifications

• 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).

Responsibilities

• Triage, troubleshoot, and resolve all tier 1 issues.
• Document each troubleshooting step in Autotax ticketing system.
• Handle 5-7 tickets in queue and 16-18 calls per day.
• Commute to client locations for on-site troubleshooting as needed.
• Provide swift, courteous support to Helion's client base.

Skills

SaaS experience

Software knowledge

Networking basics

Communication skills

Problem solving

Team player

Prioritize in fast-paced env

Customer service

VPN access & remote support

Active Directory / Microsoft 365

Printer troubleshooting

DMS software familiarity

DNS / DHCP knowledge

On-site travel capability

Education

CompTIA A+ or equivalent certifications

Associates Degree in Information Technology or related subject

Job description

Helion Technologies is seeking a Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Minneapolis, MN. The role serves as the initial contact for support inquiries, triaging and resolving tier 1 issues, and documenting steps in Autotax while delivering courteous service.

The ideal candidate will have CompTIA A+ or equivalent, an Associate’s in IT, and 1-3 years MSP experience; willingness to travel to client locations; and strong teamwork, communication, and problem-solving skills.