Desktop Support Analyst – Tier 1

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🕒 June 30

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Helion Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1997

🔒 Cybersecurity

🤝 B2B

📋 Compliance

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.

📋 Description

• The DSA is the initial point of contact for all incoming support inquiries and responsible for triaging, troubleshooting, and resolving all tier 1 related issues. • DSA’s carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask, all while offering swift, courteous support to Helion’s client base. • DSA’s on average manage 5-7 tickets in their queue and receive 16-18 calls a day. • The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.

🎯 Requirements

• Knowledge of computer software, operating systems, hardware, and networking. • Experience with software as a service (SaaS) and other software hosting protocols. • 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).

🏖️ Benefits

• Work From Home for most positions • Paid certification training materials & exam reimbursement • 100% company-paid medical premiums (individual coverage) + company-funded HRA • Dental & Vision Insurance • Paid Time Off, Paid Holidays, and Paid Maternity/Paternity Leave • 401(k) with company match • Company-paid Life & Long-Term Disability insurance • Supplemental life & short-term disability options • …and more!