Helpdesk Support Specialist Tier 1

At Solution Builders, Inc., we're passionate about helping our customers achieve complete satisfaction with their computer and information technology environments. We have an excellent reputation in the market and 30 years of experience in providing businesses with high-quality IT support and management. Our customers value a highly productive information technology experience and Solution Builders makes that a reality.

What YOU can expect:

We are equally as passionate about our Team Members! When you become part of the Solution Builders Team you can expect:

• An inclusive culture where you can have a direct impact on the superior service we provide our clients; small company feel, big on opportunity.
• Career development and growth opportunities.
• Salary range for this position: $22.00 - $29.00 per hour based on experience.
• Benefits that include:
• • Medical, Dental, and Vision Insurance
  • Matching 401(k) Plan
  • Paid Vacation and Personal Days Off
• A company that won’t make you feel like you’re just a number. Your unique talents and experience will not only make a difference but will be recognized and rewarded!

Successful candidates should possess the following characteristics:

• Passion for solving business problems for clients while providing exceptional customer service.
• Willingness to embrace change with a positive attitude.
• Commitment to high-quality work and positive customer outcomes.

Read on if this sounds like the place for you!

Overall Responsibility:

Position Purpose

The Support Specialist is responsible for handling IT support service requests for all technology, including workstations, servers, printers, networks, cloud, and vendor-specific hardware and software.

Position Requirements

• Strong customer service skills required.
• Minimum 1 year of professional Desktop Support or IT Helpdesk/ServiceDesk experience required.
• Support clients onsite and from Solution Builders office in Bloomington, MN on occasion required.
• High school diploma or equivalent required
• BS or BA degree in computer science, business administration, business communications, or a related field is strongly preferred.
• Experience working in Microsoft 365 Admin Centers (Exchange Admin, SharePoint Admin, OneDrive Admin, and Teams Admin) strongly preferred.
• Familiar with managed IT consulting services and software strongly preferred.
• At least 1 year of Windows server or networking experience preferred.
• Experience using Active Directory preferred.
• Microsoft Windows, Azure, and Office 365 certifications preferred.

Position Functions

• Provide a high level of customer service. Communicate with clients in a professional and timely manner; keeping them informed of incident progress, impending changes or agreed outages.
• Resolve service requests and alerts involving technology for client sites including Windows server & workstation OS, Mac OS, Microsoft 365 & Azure, Cloud applications, printers, routers, firewalls, switches, VPN, Remote Desktop Services, VOIP and mobile phones, backup solutions and other vendor-specific hardware and software.
• Research and collaborate with vendor support and internal resources to ensure timely issue resolution.
• Triage support requests submitted via phone, email, web portal, and remote support tools.
• Escalate issues to the proper resources within Solution Builders to ensure client satisfaction.
• Document all support issues, resolutions, and time in the company-approved ticketing system as they occur.

Additional Duties and Responsibilities

• Upholds the company policy guidelines as well as recommends new and improved guidelines to ensure compatibility and better service at client locations.
• Maintains current technical expertise in the rapidly changing technology of computing and utilizes state-of-the-art techniques when implementing client solutions.
• Maintains a positive attitude and positive working relationship with all departments to optimize working relationships and communication.
• Fulfills department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
• Performs at or above company performance standards established within the department.
• Other duties as assigned.

Solution Builders is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors.