Desktop Support Analyst – Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• The DSA serves as the primary point of contact for all incoming support requests, tasked with triaging, troubleshooting, and resolving all tier 1 issues.

• DSAs meticulously document each phase of the troubleshooting process in Helion’s ticketing system, Autotask, while providing prompt and courteous support to Helion’s clientele.

• On average, DSAs handle 5-7 tickets in their queue and receive 16-18 calls daily.

• The department collaborates effectively to ensure that client issues are resolved rapidly, minimizing hold times for end users.

⛳️ Requirements

• Proficient understanding of computer software, operating systems, hardware, and networking.

• Familiarity with software as a service (SaaS) and various software hosting protocols.

• CompTIA A+ or equivalent certification(s) is required.

• An Associate's Degree in Information Technology or a related field is preferred.

• 1-3 years of experience in a Support Technician role or similar position at a Managed Services Provider is preferred.

🏝️ Benefits

• Work From Home options available for most positions.

• Paid certification training materials and exam reimbursement provided.

• 100% company-paid medical premiums for individual coverage along with a company-funded HRA.

• Dental and Vision Insurance included.

• Paid Time Off, Paid Holidays, and Paid Maternity/Paternity Leave offered.

• 401(k) plan with company match available.

• Company-paid Life & Long-Term Disability insurance provided.

• Options for supplemental life and short-term disability insurance available.

• …and more!