Desktop Support Analyst - Tier 1 - Remote

Overview

This position is posted by Jobgether on behalf of Helion Technologies, United States. We are currently looking for a Desktop Support Analyst - Tier 1 in the United States.

This is a remote opportunity for an entry to mid-level IT professional to provide first-line support across a diverse client base. You will be the initial point of contact for technical inquiries, responsible for troubleshooting, resolving, and documenting tier 1 issues in a fast-paced environment. The role emphasizes customer service, collaboration, and technical problem-solving across hardware, software, networking, and application support. You will support end users across multiple locations, helping ensure smooth operations, minimal downtime, and high client satisfaction. This position provides exposure to Managed Service Provider environments and the chance to expand IT skills while working within a dynamic, remote team.

In Short

• Serve as the first point of contact for incoming technical support requests, managing tickets efficiently.
• Troubleshoot and resolve issues related to computer hardware, operating systems, applications, and networking.
• Support end users in configuring VPN access, application usage, and network connectivity.
• Maintain user accounts and permissions using Active Directory and Microsoft 365, including password resets, license assignments, and shared folder access.
• Assist with printer setup and troubleshooting, including specialty printing and integration with Dealer Management Systems (DMS).
• Document all steps taken in the ticketing system to ensure accurate tracking and reporting of client issues.
• Collaborate with team members to resolve complex technical problems and escalate as necessary.

Requirements

• Entry to mid-level experience in IT support.
• Strong troubleshooting skills.
• Excellent customer service skills.
• Familiarity with Active Directory and Microsoft 365.
• Experience with networking concepts.
• Ability to document processes clearly.
• Team collaboration skills.

Benefits

• Remote working opportunity.
• Exposure to Managed Service Provider environments.
• Opportunity to expand IT skills.
• Dynamic team environment.