Desktop Support Analyst – Tier 1

Role Overview

• The 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.
• The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.

Requirements

• Knowledge of computer software, operating systems, hardware, and networking.
• Experience with software as a service (SaaS) and other software hosting protocols.
• 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).

Tech Stack

• Swift

Benefits

• 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!