Role OverviewThe Hybrid Desktop Support Analyst is the initial point of contact for all incoming support inquiries, responsible for triaging, troubleshooting, and resolving all tier 1 related issues. The role involves working in a team to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.
What You Will Do
The main day-to-day responsibilities include managing 5-7 tickets in the queue, receiving 16-18 calls a day, and providing swift, courteous support to Helion's client base. The role also involves documenting each step of the troubleshooting process in Autotask and maintaining user accounts using Active Directory and Microsoft 365.
Why It Might Be a Fit
The ideal candidate will have excellent verbal and written communication skills, good problem-solving and critical-thinking skills, and the ability to prioritize tasks effectively in a fast-paced environment. The role requires a strong team mentality, ability to work independently, and experience in providing professional and courteous customer service.
Requirements
- 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 (preferred)
- 1+ years of experience working on-site with end users
- Personal vehicle to travel to client locations in Minneapolis, Rochester, and St, Cloud, MN and surrounding areas
Benefits
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