Support Jobs in Rochester, MN

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Hybrid Desktop Support Analyst

Helion Technologies Inc Rochester, MN

Rochester, MN

Today

$20 - $26/hr Full time Active Directory Autotask Cloud Platforms

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Job Description

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

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