Desktop Support Analyst – Tier 1

Job Description:

• DSA is the initial point of contact for all incoming support inquiries
• Responsible for triaging, troubleshooting, and resolving all tier 1 related issues
• Document each step of the troubleshooting process in Helion’s ticketing system, Autotask
• Offer swift, courteous support to Helion’s client base
• Manage 5-7 tickets in their queue and receive 16-18 calls a day
• Work in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.

Requirements:

• CompTIA A+ or equivalent certification(s)
• 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)
• 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.

Benefits:

• certification training materials
• exam reimbursement
• 100% company paid Medical premiums at the individual level
• company funded HRA
• Dental and Vision Insurance
• PTO
• paid Holidays
• paid Maternity/Paternity Leave
• 401k match
• company paid Long Term Disability and Life insurance
• supplemental Life insurance
• Short Term Disability and much more!

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