Hybrid Desktop Support Analyst

Hybrid Desktop Support Analyst Hybrid • Remote - Springfield, MA - Springfield, MA 01103 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 partner for 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. Position Overview: Helion is actively recruiting a new Hybrid Desktop Support Analyst (DSA) for our Tier 1 team in Springfield, MA. 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. Skills & Qualifications: 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 locations in Springfield, MA, and surrounding area. Must download the MileIQ app. Helion Technologies