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