Helpdesk Support Specialist Tier 2

The Support Specialist Tier 2 is responsible for handling first and second-level support service requests for all technology, including workstations, servers, printers, networks, cloud, and vendor-specific hardware and software. This position will primarily handle tickets for our clients on the West Coast, with support hours from 11:00 am to 7:30 pm CT. 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.
• Research and collaborate with vendor support and internal resources to ensure timely issue resolution.
• 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 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 tasks and projects as directed by company management.

• 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., * Able to work 11:00 am to 7:30 pm CT. This position primarily covers support for clients on the West Coast.
• 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 from the Solution Builders office in Bloomington, MN and, on occasion, at the client site.
• 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.

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: $26 - 33 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!