Support Specialist Tier 2

Department: Service Delivery Reports to: Support Manager

Position Purpose

The Support Specialist II is responsible for handling first and second level support service requests for all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

Position Functions

• Resolve first and second level service requests and alerts involving technology at client sites including workstations, Windows, Microsoft Office, printers, routers, firewalls, VPN, Remote Desktop Services, phones, backup solutions and vendor-specific hardware and software according to Solution Builders’ standards.

• Research and escalate issues to the proper resources within Solution Builders to ensure client satisfaction according to Solution Builders’ standards.

• Document all support issues, resolutions and time in the company approved ticketing system as they occur according to Solution Builders’ standards.

• Communicate with clients in a professional and timely manner as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages according to Solution Builders’ standards.

Additional Duties and Responsibilities

• Upholds the company policy guidelines as well as recommend 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 projects as directed by Company Management.

Position Requirements

• Hours 11:00 am - 7:30 pm CT
• Strong customer service skills required.
• Minimum 3 years of professional Desktop Support or IT Helpdesk/ServiceDesk experience required.
• At least 2 years of Windows server or networking experience required.
• Support clients onsite and from Solution Builders office in Bloomington, MN on occasion required.
• Experience working in Microsoft 365 Admin Centers (Exchange Admin, SharePoint Admin, OneDrive Admin, and Teams Admin) required.
• High school diploma or equivalent required
• Demonstrated leadership in resolving customer PC problems required
• Strong written and verbal communication skills required
• BS or BA degree in computer science, business administration, business communications, or a related field is strongly preferred.
• Familiar with managed IT consulting services and software strongly preferred.
• A Certification or equivalent experience preferred
• Microsoft Windows, Azure, and Office 365 certifications preferred