Remote Desktop Support Analyst (Tier 1) - Dealership IT

Helion Automotive Technologies; Tallahassee (FL); Remote; USD 26,000 - 33,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Parental leave

Professional development assistance

Referral program

Retirement plan

Vision insurance

Job summary

Helion Technologies is seeking a Desktop Support Analyst (DSA) for its Tier 1 team, offering remote work from home with the initial contact for all inbound inquiries. You will triage, troubleshoot, and resolve Tier 1 issues, document steps in Autotask, and handle a steady stream of tickets and calls for Helion's client base.

The role emphasizes reliable, courteous service, strong problem-solving, and the ability to work both independently and within a team.

Qualifications

• 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.
• 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).

Responsibilities

• Triage and resolve Tier 1 issues for remote users.
• Document troubleshooting steps in Autotask.
• Manage 5-7 tickets in queue and handle 16-18 calls daily.
• Provide swift, courteous support to Helion’s client base.
• Support remote users including VPN access and application support.
• Maintain user accounts in Active Directory and Microsoft 365.
• Assist with DMS software installation and troubleshooting.
• Resolve printer-related issues (scan to email/file, specialty printing).

Skills

Hardware & software

Networking

SaaS familiarity

Communication skills

Teamwork

VPN access support

Active Directory

Microsoft 365

DMS software

Printer troubleshooting

Education

CompTIA A+

Associate degree in IT

Tools

Autotask

Job description

Helion Technologies is seeking a Desktop Support Analyst (DSA) for its Tier 1 team, offering remote work from home with the initial contact for all inbound inquiries. You will triage, troubleshoot, and resolve Tier 1 issues, document steps in Autotask, and handle a steady stream of tickets and calls for Helion's client base.

The role emphasizes reliable, courteous service, strong problem-solving, and the ability to work both independently and within a team.