Hybrid Desktop Support Professional

Company Overview

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, we have grown into THE industry expert. With our Corporate Headquarters in Baltimore, MD and employees working remotely throughout the U.S., Helion is an exciting place to develop your skills, take care of client needs and be part of a dynamic, fun, hardworking team. Helion has a remote support staff of over 100 technicians and local Field Engineers to support our client portfolio of 30,000 end users in over 30 states.

All Helion employees are eligible to take part in our comprehensive benefits package that includes 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!

Position Overview:

Helion is actively recruiting a new Hybrid Desktop Support Professional (DSP) for our Tier 2 team. The Hybrid DSP is the first level of supportive escalation for client issues unable to get resolved on Tier 1. Hybrid DSP’s carefully documents each step of the troubleshooting process in Helion’s ticketing system Autotask all while offering swift, courteous support to Helion’s client base. Hybrid DSP’s are tasked with resolving PC-related issues assigned via ticket and responsible to receive live and off calls or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as “Owner escalations”. Additional responsibilities also include assisting personnel at client sites in resolving any PC, Printer or Connectivity type of issues.

Knowledge, Skills, and Abilities

• Knowledge of computer software, operating systems, hardware, and networking.
• Experience with software as a service (SaaS) and other software hosting protocols.
• Coordinates efforts to maintain functionality of systems including network connectivity, hardware conflicts and software issues.
• 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.
• Experience with software as a service (SaaS) and other software hosting protocols.
• Coordinates efforts to maintain functionality of systems including network connectivity, hardware conflicts and software issues.
• Excellent verbal and written communication skills.
• Good problem-solving and critical-thinking skills.
• Able to work in a team as well as independently in a highly collaborative environment where employees are encouraged to become versatile and well-rounded technicians.
• Ability to prioritize tasks effectively in a fast-paced environment.
• Experienced in providing professional and courteous customer service.
• Maintains user accounts utilizing Active Directory and Microsoft 365 including password resets, licensing assignment, and shared folder access.
• Installs, configures, and troubleshoots computer hardware, operating systems, and Software including Hard drive, SSD, Ram, windows 10-11, adobe, Dealer Management Systems (DMS).
• Resolves network connectivity issues related to DNS, DHCP, Web Browsers, and Dealer Management Systems (DMS).
• Performs administrative role in assigning permissions to network printers using Active Directory.
• Helps users working remotely including all application support and configuring VPN access.
• Performs Backup/Recovery strategies, disaster recovery tasks, and troubleshoots network connectivity issues using Cisco products and technologies.
• 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:

• Microsoft 365 Certified: Endpoint Administrator Associate
  • MD-102 exam (Windows Endpoint Management)
• Associates Degree in Information Technology or related subject.
• 2-5 years of experience working as a Support Technician or similar role at a Managed Services Provider (preferred).
• Ability to travel to Helion’s client locations in your area (personal vehicle required).
• Mileage reimbursement tracked and submitted via the MileIQ app (download required).