Desktop Support Professional Helion Technologies Joplin

Title Desktop Support Professional
Date 2020
Company Helion Technologies
City Joplin

Short Description :

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 Answers tier 1 calls during high ,…

Full Description :

Company Overview

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. With offices in Baltimore, Dallas & Joplin, 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 2 hours of paid training per week through Stormwind Studios, 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 to learn more today!

Position Overview and Qualifications

Helion is actively recruiting for a new Desktop Support Professional on our 2nd tier of Desktop Support team at our satellite office in Joplin, MO. The Desktop Support Professional is the first escalation point for tickets that our Desktop Support Analysts’ cannot resolve efficiently for our clients. 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”.

Additional Responsibilities:

  • Assists outsourced field personnel in resolving any PC, Printer or Connectivity type of issues while they are at client site.
  • Monitors and Troubleshoots Proactive tasks and alerts in PRTG, disk failures, deploying Webroot & WSA [MS1] via scripting.
  • Answers tier 1 calls during high call periods or when scheduling conflicts arise.

Knowledge, Skills and Abilities:

In addition to the skillset of a Desktop Support Analyst, a Desktop Support Professional excels in the following areas:

  • File Permissions
  • Adding, Modifying or Removing.
  • FShare vs NTFS, find location of DFS from PC, sharing folders, assigning permissions (group vs individual), proper permissions for common shares.
  • Group Policy
  • Identifying folder redirection, identifying and updating/verifying policy on PC, adding sites to trusted sites GPO, troubleshooting group policies not applying.
  • Barracuda Email Filter
  • Test LDAP and SMTP, Bypass rate control, whitelist by IP or Domain.
  • Microsoft Exchange
  • Add device to receive connector, lookup MX records, determine if domain is blacklisted, create a shared calendar, understanding of email headers.
  • Cisco Networking
  • Interpret Network maps and NetFlow in PRTG, trace devices through the network via MAC.
  • Wireless
  • Navigating and using Meraki dashboard, checking SSID’s from an Access Point, disconnect a user from Access Point.
  • VMware
  • Determine data storage space, create VM PC.
  • Proactive/Backups
  • Setup and restore Zetta backup jobs, setup and restore AppAssure jobs, document backup jobs.
  • Web Filtering
  • Installing and uninstalling agent to PC.
  • Web Browsers
  • Software installation, resetting settings, setting compatibility views, configuring advanced settings.


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

[MS1]Needs to be defined

Job Type: Full-time

Pay: Up to $25.00 per hour


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


  • Day shift
  • Monday to Friday

COVID-19 considerations:
We are currently working from home until we feel it is safe to begin returning to an office.


  • Desktop Support: 3 years (Preferred)
  • Active Directory: 5 years (Required)

Work authorization:

  • United States (Required)

Company's website:


Work Remotely:

  • Temporarily due to COVID-19

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