Job Description

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. Helion has a remote support staff of over 100 technicians 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 LTD AND Life, supplemental life insurance, short term disability and much more!

Visit Helion.jobs to learn more today!

Position Overview and Qualifications

Helion is actively recruiting for a new Desktop Support Professional to join our Service Desk Team in Springfield, MA. This is a work from home opportunity that will also be required to perform on-site work as needed to Helion’s clients in the area.

The Desktop Support Professional is tasked with resolving PC-related issues assigned via ticket and responsible to receive live hand off calls from Analysts or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as “Owner escalations”.

This person is also responsible for going on-site, to multiple locations, and working with the end users to resolve tickets that have been escalated from the Service desk. This is a very well-rounded individual technically as they will handle break/fix tickets and project related tasks, while being able to provide exceptional customer service.

Additional Responsibilities:

Answers tier 1 calls during high call periods or when scheduling conflicts arise
Monitors and Troubleshoots Proactive tasks and alerts in PRTG, disk failures, deploying Webroot & WSA via scripting.
Deploys and troubleshoot issues with networking equipment (switches, routers, data drops, wireless access points and other hardware).
Collaborates with vendors to resolve software and hardware issues.
Participates in network technology upgrade or expansion projects, including installation of hardware and software and integration testing.
Direct knowledge of with experience troubleshooting: Active Directory, DNS, DHCP, Email Filter, Dealer Management Systems (CDK, Reynolds, Dealertrack, etc), File Permissions, Group Policy, Office 365, Printers, Backups, Web Browsers, Web Filtering & VMWare
Microsoft Windows Operating Systems
Deploy, wipe, and reimage PC OS
Deploy and troubleshoot Cisco Jabber, Microsoft Teams, Microsoft Office Products
Manage and maintain settings
Deploy and troubleshoot Dell, HP, Kyocera and other printers
Troubleshoot 3rd party MFD’s
Manage 3rd party applications including installing, configuring, and troubleshooting
Server Room
Deploy, configure, test and troubleshoot Dell PowerEdge, NAS devices
Deploy, configure, test, and troubleshoot Cisco Catalyst, Cisco Router, Cisco ASA, Cisco Aironet, Meraki MS, Meraki MR, Meraki MX
Install APC Smart-UPS, 4-post racks, Cage nuts, Bolts, Cabling, Shelving, Mounting kits, Blanking panels, Patch panels
Understanding of how and why to use Toner, Analog butt set and Punch tools
Ability to punch down cabling for telecom and networking drop
VoIP Networking
Deploy, configure and troubleshoot Cisco VoIP phones, Cisco Voice Gateways, Cisco ATA’s, Bogen Universal Telephone Systems
Wireless
Navigating and using Meraki dashboard, checking SSID’s from an Access Point, disconnect a user from Access Point.

Applicable Certifications:

Microsoft 365 Certified: Modern Desktop Administrator Associate
MD-100 exam (Windows 10)
MD-101 exam (Managing Modern Desktops)
CCNA

Job Requirements:

Must have personal vehicle to be able to reliably commute to and from client sites when dispatched.
Must download Mile IQ app for mileage reimbursement.

Job Type: Full-time

Pay: Up to $24.00 per hour

Benefits: