Hybrid Desktop Support Analyst

Based in Rochester, Minnesota with a hybrid work arrangement, the Hybrid Desktop Support Analyst serves on the Tier 1 team, delivering remote triage and on-site troubleshooting for end users, while documenting each step in Autotask and handling a workload of 5 to 7 tickets and 16 to 18 calls daily.

Responsibilities

• Serve as the first point of contact for remote support inquiries from a home-based setup, triaging, troubleshooting, and resolving Tier 1 issues.
• On-site visits address escalated field service tickets and provide hands-on troubleshooting as needed.
• Document every step of the troubleshooting process in Autotask to maintain clear records.
• Deliver prompt and courteous assistance to Helion's client base to uphold service quality.
• Maintain a queue of 5 to 7 tickets and manage 16 to 18 incoming calls each day.

Requirements

• Associate degree in Information Technology or a related field.
• Minimum of 1 year of relevant experience in desktop or IT support.
• Strong knowledge of computer software, operating systems, hardware, and networking concepts.
• Experience with software as a service (SaaS) and other software hosting protocols.
• Excellent verbal and written communication skills.
• Solid problem-solving and critical-thinking abilities.
• Ability to work effectively both as part of a team and independently.
• Proven capability to prioritize tasks in a fast-paced environment.
• Professional and courteous customer service demeanor.
• Commitment to a collaborative environment that develops versatile and well-rounded technicians with a strong team mentality.
• Supports remote users, including application support and VPN configuration.
• Maintains user accounts using Active Directory and Microsoft 365, including password resets, license assignment, shared folder access, and printer permissions.
• Installs, configures, and troubleshoots hardware, operating systems, and software, including hard drives, SSDs, RAM, Windows 10-11, Adobe, and Dealer Management Systems (DMS).
• Identifies and resolves network connectivity issues related to DNS, DHCP, browsers, and DMS.
• Conducts printer troubleshooting, including scan to email, scan to file, and specialty printing via DMS software.
• Willingness to commute to client locations for break/fix and project-oriented tickets as required.
• Capable of on-site troubleshooting tasks such as PC wipes, reimaging, deployment, network connectivity, access point management, and VoIP configuration.

Technologies

• Autotask
• Active Directory
• Microsoft 365
• Windows 10-11
• Dealer Management Systems (DMS)
• Adobe
• MileIQ
• Azure/AD
• O365
• VPN
• VoIP

Benefits

• 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