Rochester, MN

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 Application Support Autotask Psa

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Job Description

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

View full job page →

1mo ago

Hybrid Desktop Support Analyst

Helion Technologies Inc Rochester, MN

Rochester, MN

1mo ago Closed

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

This position is no longer accepting applications (closed Aug 18, 2026).

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

View full job page →

Support Jobs in Rochester, MN

Hybrid Desktop Support Analyst

Hybrid Desktop Support Analyst

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