Technical Support Analyst

2 weeks ago


Bloomington, United States Solution Builders Full time

Company Overview

At Solution Builders, Inc., we prioritize our clients' satisfaction with their IT systems. With over 25 years of expertise and a solid reputation in the industry, we deliver exceptional IT support and management services, ensuring a productive technological environment.

Position Overview

We are seeking a bilingual, tech-savvy individual to enhance our support team.

What You Can Anticipate:

  • A welcoming culture where your contributions significantly impact the quality of service we provide; a small company atmosphere with ample opportunities.
  • Opportunities for professional development and career advancement.
  • Compensation for this role is set at $29.00 per hour, contingent on experience.
  • Comprehensive benefits package, including:
    • Medical, Dental, and Vision Insurance
    • 401(k) Plan with matching contributions
    • Paid Vacation and Personal Days
    • A workplace that values your individuality; your unique skills and experiences will be acknowledged and rewarded.

Ideal Candidate Attributes:

  • A genuine enthusiasm for addressing client challenges while delivering outstanding customer service.
  • A positive approach to adapting to change.
  • A strong commitment to producing high-quality work and achieving favorable client outcomes.

Key Responsibilities:

  • Deliver exceptional customer service by communicating with clients professionally and promptly, keeping them updated on the status of their requests.
  • Resolve technical issues related to various technologies, including operating systems, cloud applications, and networking equipment.
  • Collaborate with vendor support and internal teams to ensure timely resolution of issues.
  • Manage support requests received through multiple channels, including phone, email, and remote support tools.
  • Escalate complex issues to appropriate resources to maintain client satisfaction.
  • Document all support interactions and resolutions in the designated ticketing system.

Additional Responsibilities:

  • Adhere to company policies and suggest improvements for enhanced service delivery.
  • Stay updated with the latest technological advancements and apply state-of-the-art solutions for clients.
  • Maintain a collaborative and positive relationship with all departments to enhance communication and teamwork.
  • Fulfill departmental requirements for coverage during staff absences.
  • Meet or exceed established performance standards.
  • Perform other duties as assigned.

Qualifications:

  • Fluency in English and Spanish or French is required.
  • Strong customer service skills are essential.
  • A minimum of 1 year of experience in Desktop Support or IT Helpdesk/Service Desk roles is required.
  • A high school diploma or equivalent is mandatory; a BS or BA in a related field is preferred.
  • Experience with Microsoft 365 Admin Centers is highly desirable.
  • Familiarity with managed IT services is a plus.
  • At least 1 year of experience with Windows server or networking is preferred.
  • Experience with Active Directory is advantageous.
  • Certifications in Microsoft Windows, Azure, and Office 365 are preferred.

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



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