Helpdesk Support Specialist

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., * 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 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., * Strong customer service skills required.
• Minimum 1 year of professional Desktop Support or IT Helpdesk/ServiceDesk experience required.
• Support clients from the Solution Builders office in Bloomington, MN and, on occasion, at the client site.
• High school diploma or equivalent required
• BS or BA degree in computer science, business administration, business communications, or a related field is strongly preferred.
• Strong written and verbal communication required.
• 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

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance, 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: $21 - 28 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!