Experience

Helion Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Desktop Support Analyst II

  • Jul 2022 - Present

  As a Desktop Support Analyst I am the first point of contact for clients requiring technical support. When inbounding calls I quickly gather information to diagnose the issue and its scope. Once determined, I will begin troubleshooting to resolve the issue and escalate to other teams/higher support when applicable. Responsibilities: • I am responsible for inbounding 15+ calls a day and managing a queue of 5+ tickets via phone/email • Troubleshoot issues with Active Directory, DNS, DHCP, File Permissions, Printers, MS 365, Web Browsers, VPN, and VOIP • Maintain customer relations by promptly resolving incidents and service requests within the SLA • Collaborate with other support members and teams to resolve problems and provide the best client experience • Periodically travel on site to work hands on and resolve problems that cannot be resolved remotely Show less