Desktop Support Analyst

Role Overview

• The Hybrid DSA is the initial point of contact for all incoming support inquiries
• 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
• Offer swift, courteous support to Helion’s client base
• Manage on average 5-7 tickets in their queue and receive 16-18 calls a day
• Work in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users

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 locations in Mamaroneck and White Plains, NY and Stamford, CT
• Must download the MileIQ app.

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!