Desktop Support Analyst – Tier 1

Job Description: • DSA is the initial point of contact for all incoming support inquiries • Responsible for triaging, troubleshooting, and resolving all tier 1 related issues • Document each step of the troubleshooting process in Helion’s ticketing system, Autotask • Offer swift, courteous support to Helion’s client base • Manage 5-7 tickets in their queue and receive 16-18 calls a day • Work in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users. Requirements: • CompTIA A+ or equivalent certification(s) • Associates Degree in Information Technology or related subject • 1-3 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred) • Knowledge of computer software, operating systems, hardware, and networking. • Experience with software as a service (SaaS) and other software hosting protocols. • Excellent verbal and written communication skills. • Good problem-solving and critical-thinking skills. • Able to work in a team as well as independently. • Ability to prioritize tasks effectively in a fast-paced environment. • Experienced in providing professional and courteous customer service. Benefits: • 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 • 401k match • company paid Long Term Disability and Life insurance • supplemental Life insurance • Short Term Disability and much more! Apply tot his job