Hybrid Desktop Support Analyst

Helion Technologies Inc is recruiting a Hybrid Desktop Support Analyst to support its Tier 1 function in the Rochester, MN area. This hybrid role combines first-line assistance while working from home with on-site troubleshooting for tickets escalated from the remote support team, with all troubleshooting steps recorded in Autotask.

In this position, you will act as a primary point of contact for incoming support requests, manage daily ticket and call volume, and help remote users with application support and secure access setup. On-site, you will complete physical break/fix and project-oriented tasks for client environments.

Responsibilities

• While working from home, serve as the initial point of contact for incoming support inquiries and handle triage, troubleshooting, and resolution for Tier 1 issues.
• When tickets are escalated to field services, perform physical troubleshooting on-site.
• Document each troubleshooting step in Helion’s ticketing system, Autotask.
• Provide fast, courteous support to Helion’s client base.
• Maintain an average queue of 5-7 tickets and respond to 16-18 calls per day.
• Support remote users with application support and configuring VPN access.
• Assist with application and end-user needs across software environments as part of Tier 1 support workflows.

Requirements

• Knowledge of computer software, operating systems, hardware, and networking.
• Experience with software as a service (SaaS) and other software hosting protocols.
• Strong verbal and written communication skills.
• Good problem-solving and critical-thinking ability.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Experience providing professional, courteous customer service.
• Ability to foster and maintain a collaborative, team-oriented work style.
• Ability to prioritize tasks effectively while managing support volume.
• Maintain user accounts using Active Directory and Microsoft 365, including password resets, licensing assignment, shared folder access, and permission assignment to network printers.
• Install, configure, and troubleshoot computer hardware and software including Hard drive, SSD, RAM, Windows 10-11, Adobe, and Dealer Management Systems (DMS).
• Troubleshoot network connectivity issues related to DNS, DHCP, web browsers, and DMS.
• Support troubleshooting for printer functions such as scan to email, scan to file, and specialty printing (including check printers, impact printing, and form printing using DMS software).
• Commute to client locations as needed, including completion of on-site break/fix and project-oriented tickets.
• Perform on-site tasks including PC wipes, reimaging, and deployment, plus network connectivity, access point management, and VoIP configuration.
• Travel to Helion client locations in Minneapolis, Rochester, MN and surrounding areas using a personal vehicle; mileage reimbursement is tracked and submitted via the MileIQ app (download required).
• Ability to commute to Rochester, MN 55901 (required).

Technologies

• Autotask
• Active Directory
• Microsoft 365
• Windows 10-11
• Adobe
• Dealer Management Systems (DMS)
• DNS, DHCP, Web Browsers, VPN
• Hard drive, SSD, RAM, PC wipes, reimaging, VoIP, access point management
• MileIQ app
• SaaS

Education, Certification & Experience

• CompTIA A+ or equivalent certifications.
• Associates Degree in Information Technology or a related subject.
• 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred).
• 1+ years of experience working on-site with end users.
• Azure/AD: 1 year (preferred).
• O365: 1 year (preferred).

Job Type, Location & Pay

• Job type: Full-time
• Work location: Hybrid remote in Rochester, MN 55901 (hybrid)
• Pay: $20.00 - $26.00 per hour
• Experience requirement: 1+ years
• Location requirement: Rochester, MN 55901 (required)

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