Technical Support Analyst
2 weeks ago
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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