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!
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