Desktop Support Analyst – Tier 1

Job not on LinkedIn

October 24

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

📞 Support Engineer

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Helion Technologies

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Cybersecurity • B2B • Compliance

Helion Technologies is a managed IT and cybersecurity services provider focused exclusively on auto, heavy truck, and RV dealerships. For over 25 years the company has delivered end-to-end dealership IT support, 24/7 Security Operations Center monitoring, managed compliance, vendor management, onsite technicians, and project management to protect operations, ensure regulatory compliance, and reduce downtime. Helion positions itself as a proactive partner that handles cybersecurity, IT infrastructure, and compliance so dealerships can focus on selling and servicing vehicles.

201 - 500 employees

Founded 1997

🔒 Cybersecurity

🤝 B2B

📋 Compliance

📋 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!