Desktop Support Professional

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 and almost 200 partnerships with 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 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 Baltimore, MD. 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 Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Overtime

COVID-19 considerations:
This is a Work-from-Home position with the ability to travel on-site to resolve IT issues in Baltimore and Towson, MD.

Ability to commute/relocate:

• Woodbridge, VA 22191: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Active Directory: 1 year (Preferred)

Work Location: Hybrid remote in Lutherville-Timonium, MD 21093