Job Details

Join the Leader in Dealership IT

Helion Technologies is the nation's largest and fastest-growing IT Managed Services Provider dedicated exclusively to the automotive, heavy-truck, and RV dealership industry. For over 20 years, we've set the standard for dealership IT-delivering superior support, secure infrastructure, and innovative solutions that keep our clients running at full speed.

Today, our team of 100+ skilled technicians supports over 35,000 end users across nearly 40 states, making Helion the industry's go-to partnerfor technology, cybersecurity, and compliance. We're not just growing - we're shaping the future of dealership IT.

Work From Anywhere, Grow Everywhere
At Helion, you'll be part of a high-performing team that values expertise, collaboration, and continuous learning-all while enjoying the flexibility of working from home.

Why You'll Love Working Here
We invest in our people with:

• 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!

If you want to work with a growing, industry-dominant company that supports both your career and your well-being-while giving you the flexibility to work from the comfort of your home-Helion Technologies is where you belong.

Visit Helion.jobs to learn more today!

Position Overview:

Helion is actively recruiting a new Hybrid Desktop Support Analyst (DSA) for our Tier 1 team. The Hybrid 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. Helion's Desktop Support department is the largest and first line of defense for incoming client issues. The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.

• 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.
• Fosters a highly collaborative environment where employees are encouraged to become versatile and well-rounded technicians.
• Possesses a strong team mentality.
• Helps remote users including all application support and configuring VPN access.
• Maintains user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, shared folder access, and permission assignment to network printers.
• Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, Windows 10-11, Adobe, and Dealer Management Systems (DMS).
• Resolves network connectivity issues related to DNS, DHCP, Web Browsers, and DMS.
• Performs Troubleshooting related to a variety of printer functions including scan to email, scan to file, and specialty printing (check printers, impact printing, and form printing using DMS software).
• Able to commute to Helion's client locations and complete various break/fix and project-oriented tickets as needed.
• Ability to complete on-site troubleshooting tasks encompassing PC wipes, reimaging, and deployment, network connectivity, access point management and VoIP configuration.

Certification, Education & Work Experience 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.
• Must have personal vehicle to travel to client location in Minneapolis, Rochester, MN and surrounding area.
• Must download the MileIQ app.