Desktop Support Engineer – Tier 2/3 Helion Technologies Inc Helion Technologies Inc

Helion is one of the nation’s fastest growing and largest Information Technologies Managed Services Providers. We deliver unique expertise and value to automotive and heavy trucking dealerships across the United States. Our teams specialize in Service Desk, System Administration, On-site Services, Networking and Project Management. Above all else, our teams have a desire to grow and succeed. With our Corporate Headquarters in Baltimore, MD and additional offies in Dallas, TX and Joplin, MO, Helion is an exciting place to develop your skills, take care of client needs and be part of a dynamic, fun, hardworking team.
All Helion employees are eligible to take part in our comprehensive benefits package that includes 2 hours of paid training per week through Storm Wind, exam reimbursement for passed certifications, Medical, Dental and Vision Insurance, PTO, Paid Holidays, Maternity/Paternity Leave, 401k match and much more!

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Position Overview and Qualifications:
Resolve escalated issues of advanced complexity which require expert knowledge and experience in PC troubleshooting and/or basic level server troubleshooting with the highest priority.

Additional Responsibilities:

  • Assisting outsourced field personnel in resolving any PC, Printer or Connectivity type of issues while they are at a client site
  • Completing Secureworks ticket in the Dell portal
  • Proactive task such as monitoring/troubleshooting alerts in PRTG, disk failures, deploying Webroot & WSA via scripting
  • Assisting the Project Management and Account Management teams in:
  • Gathering audit information from AD/Exchange
  • Resolving issues involving cutovers, new equipment or building moves with field technicians.

In addition to the skillset of a Desktop Support Analyst and Professional, a Desktop Support Engineer excels in the following areas:
Microsoft Server 2003-2019 Operating System

  • Configure, test and deploy Group Policy

Active Directory

  • Troubleshoot AD replication, File replication & DFS replication, determine and recover from Journal Wrap and Tombstone, add subnet to site and services, configure sites and services with Hub and Spoke technology, design AD domains, design Group Policy Strategy, design permission models, design monitoring strategy, design failover clustering, create disaster recovery plans


  • Creating internal DNS zones, lookup external DNS records, creating records, troubleshoot root hints, configure DNS forwarders, configure external A records, configure SPF record, metadata cleanup


  • Understanding of exclusions, configure conflict detections, creating and activating scopes, authorizing server, move devices to new VLAN, determine size of subnet, setup failover, configure IP helper in router, migrate DHCP scope, setup scope options, resolve IP conflicts

File Permissions

  • Restore form shadow copy, setup DFS properly, seed data for DFS, troubleshoot Namespace issues, rebuild namespace, manually remove server from DFS replication in ADSI edit, configure shadow copy, troubleshoot DFS file replication, determine file replication is working, knowledge of non/authoritative restores, configure role bases access control, design high availability storage solutions

Group Policy

  • Connect group policy management to another server, link/unlink a GPO, apply a group policy to a group, setup internet settings GPO for server 2012, setup and troubleshoot folder redirection policy, recreate default GPO’s, import a GPO from another domain


  • Configure and troubleshoot CNAME printing, setup and import settings for the printer driver install GPO, migrate printers

Barracuda Email Filter

  • Turn off quarantine for a domain, adjust spam scoring, setup LDAP and SMTP, add a domain, setup email encryption

Microsoft Exchange

  • Determining backpressure, setup SMTP and LDAP in the ASA, understanding of non-delivery reports, purchase and configure SSL cert, setup send connector, setup DNS exit, setup receive connector and add a device, configure an email address policy
  • Determine if backpressure has kicked in, setup SMTP and LDAP in the ASA, move a database form one drive to another, Exchange reporting through PowerShell, configure MX records, enable circular logging, determine log location, migrate logs, free up IIS logs, telnet to a MX record, email encryption, migrate public folders, recreate virtual directory, change the internal URL for virtual directory
  • Determine whitespace on a database, perform an offline defrag of a database, add or renew SSL

Cisco Networking

  • Show interfaces of a Cisco device, see uptime of a Cisco device, determine if connection is offline or if the SLA of local internet is having issues in PRTG, lookup Smartnet, manually view Netflow data on a router, determine DNS settings for VPA in an ASA
  • Determine if radius or LDAP authentication is used for VPN, if a circuit is taking errors, CPU of a Cisco device, change VLA of a port, determine if local internet is down, determine the subnet of a VLAN, determine default route, lookup Smartnet, understanding of Cisco Policy Routing, setup health test on Link Balancer, import an SSL cert into the ASA


  • Check the VLAN of the SSID, configure customer throttling on SSID’s, power-cycle POE Access Point


  • Add disk space to a VM and server, P2V, V2V, understanding RAID types,
  • Configure OpenManage, span hard drive across Datastores, restart VM though host, repair failing RAID
  • Configure NTP, determine if RAM is over utilized, log into DRAC, mount an ISO, browse a Datastore and free space, deploy a VM from a template
  • Determine if host has memory over allocated, troubleshoot host memory swapping


  • Screen pops, installation, crate custom columns populated by information, reporting


  • NAS troubleshooting

Dealer Management Systems

  • Creating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions


  • CompTIA Network+

Job Type: Full-time


  • Monday to Friday


  • High school or equivalent (Preferred)


  • Remote IT Support: 5 years (Preferred)
  • GPO: 2 years (Preferred)

Work Location:

  • Multiple locations

Company's website:


Company's Facebook page:


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