Desktop Support Analyst - Tier 1

Helion is one of the nation’s fastest growing and largest Information Technologies Managed Services Providers. We deliver unique expertise and value to automotive and heavy trucking dealerships across the United States. Our teams specialize in Service Desk, System Administration, On-site Services, Networking and Project Management. Above all else, our teams have a desire to grow and succeed. With our Corporate Headquarters in Baltimore, MD, Helion is an exciting place to develop your skills, take care of client needs and be part of a dynamic, fun, hardworking team.

All Helion employees are eligible to take part in our comprehensive benefits package that includes access to the Storm Wind training platform, exam reimbursement for passed certifications, Medical, Dental and Vision Insurance, PTO, Paid Holidays, Maternity/Paternity Leave, 401k match and much more!

Visit Helion.jobs to learn more today!

Position Overview and Qualifications:

Helion is actively recruiting a new Desktop Support Analyst on our 1st Tier of Desktop Support. The Desktop Support Analyst is the initial point of contact for client support issues via telephone (16-18 per day). Their first objective, once they are of the phone with the client, is to diagnose the issue. The next step is to begin troubleshooting, on an issue they can resolve, or to get the issue into the hands of someone who can resolve that for the client swiftly and efficiently. The Desktop Support Analyst then documents their troubleshooting steps and closes the ticket, sees it through to its resolution.

Additional Responsibilities:

• Manages a que of 5-7 tickets in addition to incoming calls.
• Collaborates with the rest of the Desktop Support team on different tickets that come in to provide the most efficient resolution for our clients.
• Has a team mentality.
• We have a very collaborative environment and want our employees to become very well-rounded technicians.

Active Directory

• Create new users, add users to groups, knowledge of distribution and security groups.

DNS

• Flushing DNS on PC’s, identify what DNS server the PC is using.

DHCP

• Add reservations, determine if scope is full and find IP conflicts.

File Permissions

• Adding, Modifying or Removing.

Printers

• Adding to server, installing drivers, locking down permissions and setting up scans to email and file.

Microsoft Office 365

• Setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport and storage limits.

Desktop Troubleshooting

• Starting and connecting PC to Remote Registry, connecting to Services, recreating user profile.

Dealer Management Systems

• Creating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions[MS1] .

Web Browsers

• Software installation, resetting settings, setting compatibility views, configuring advanced settings..

VPN

• Installation and setup of VPN Client and AnyConnect

Certifications:

• CompTIA A

Job Type: Full-time

Pay: Up to $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

COVID-19 considerations:
This is a 100% WFH position providing remote support to our end users with the ability to travel to client sites in your area when needed.

Experience:

• Active Directory: 1 year (Required)
• Remote IT Support: 1 year (Preferred)

Work Location: Multiple Locations