Hybrid Desktop Support Analyst

Job Details

• Location:
  
  Remote – Greenville, SC (zip: 29615)
• Position Type:
  Full Time
• Travel Percentage:
  Up to 25%
• Job Category:
  Information Technology

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, Helion has become the industry expert. The company’s Corporate Headquarters is in Baltimore, MD, and its employees work remotely throughout the U.S..

Helion has a remote support staff of over 100 technicians and local Field Engineers to support a client portfolio of 30,000 end users in more than 30 states.

All Helion employees are eligible for a comprehensive benefits package including 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, 401(k) match, company‑paid long‑term disability and life insurance, supplemental life insurance, short‑term disability and more.

Helion is recruiting a new Hybrid Desktop Support Analyst (DSA) for its Tier 1 team. The Hybrid DSA is the initial point of contact for all incoming support inquiries and is responsible for triaging, troubleshooting, and resolving all Tier‑1 related issues. DSA’s document each step of the troubleshooting process in Helion’s ticketing system, Autotask, while offering swift, courteous support to the client base.

DSA’s typically manage 5–7 tickets in their queue and receive 16–18 calls a day. The Desktop Support department is the largest and first line of defense for incoming client issues.

• Triage, troubleshoot, and resolve Tier‑1 support tickets and calls.
• Document troubleshooting steps in Helion’s ticketing system, Autotask.
• Provide swift, courteous support to clients.
• Maintain user accounts using Active Directory and Microsoft 365 (password resets, licensing assignment, shared folder access, printer permissions).
• Install, configure, and troubleshoot computer hardware, operating systems, and software including hard drives, SSDs, RAM, Windows 10/11, Adobe, and Dealer Management Systems.
• Resolve network connectivity issues related to DNS, DHCP, web browsers, and DMS.
• Perform troubleshooting for printer functions such as scan to email, scan to file, and specialty printing.
• Assist remote users with application support and VPN configuration.
• Travel to client locations in Greenville, SC and surrounding area for break/fix tickets and project‑oriented work.
• Perform on‑site troubleshooting tasks such as PC wipes, reimaging, deployment, network connectivity, access point management, and VoIP configuration.

• Knowledge of computer software, operating systems, hardware, and networking.
• Experience with SaaS and other software hosting protocols.
• Excellent verbal and written communication skills.
• Strong problem‑solving and critical‑thinking skills.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks effectively in a fast‑paced environment.
• Professional and courteous customer service experience.
• Collaborative mindset and versatility.
• Strong team mentality.

• CompTIA A+ or equivalent certification.
• Associate degree in Information Technology or related field.
• 1–3 years of experience as a support technician or similar role at a Managed Services Provider (preferred).
• 1+ year(s) of experience working on‑site with end users.
• Personal vehicle to travel to client locations in Greenville, SC and the surrounding area.
• Must download the MileIQ app.