[Remote] Desktop Support Analyst

Note: The job is a remote job and is open to candidates in USA. Helion Technologies Inc is the nation’s largest and fastest-growing IT Managed Services Provider dedicated exclusively to the automotive, heavy-truck, and RV dealership industry. They are seeking a Desktop Support Analyst who will be responsible for triaging, troubleshooting, and resolving tier 1 support inquiries while providing courteous support to clients. Responsibilities Serve as the initial point of contact for all incoming support inquiries Triaging, troubleshooting, and resolving all tier 1 related issues Document each step of the troubleshooting process in Helion’s ticketing system, Autotask Manage 5-7 tickets in the queue and receive 16-18 calls a day Ensure clients' issues are resolved quickly and hold times are kept minimal Skills 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 Fosters a highly collaborative environment where employees are encouraged to become versatile and well-rounded technicians Possesses a strong team mentality Helps remote users including all application support and configuring VPN access Maintains user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, shared folder access, and permission assignment to network printers Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, Windows 10-11, Adobe, and Dealer Management Systems (DMS) Resolves network connectivity issues related to DNS, DHCP, Web Browsers, and DMS Performs Troubleshooting related to a variety of printer functions including scan to email, scan to file, and specialty printing (check printers, impact printing, and form printing using DMS software) CompTIA A+ or equivalent certifications 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 Azure/AD: 1 year O365: 1 year 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 Company Overview We are a fusion power company based in Everett, WA, with the mission to build the world's first fusion power plant, enabling a future with unlimited clean electricity. It was founded in 2013, and is headquartered in Everett, Washington, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship Helion has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2023, 1 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.