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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Support Specialist Tier 2 - **Company:** Solution Builders - **Location:** Bloomington, MN, United States - **Experience:** Experienced - **Salary:** $54,080.0 - $68,640.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Backup Devices, Cloud Computing, Information Technology Consulting, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Windows Servers, Remote Desktop Services, Microsoft SharePoint, Network Routers, Firewalls (Computer Science), Information Technology, Network Server - **Published:** September 19, 2026 - **Apply:** https://www.careerjet.com/job/us9904c3fc47f6026a00de53c44524a7ca/eaa ## About the Role * 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. ## Description 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. ## Related Videos - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [Hate organising your photos? 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