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Technical Support Specialist

2 months ago

Bloomington, United States Solution Builders Full time

Company Overview

At Solution Builders, Inc., we are committed to providing exceptional IT support and management services to ensure our clients' satisfaction with their technology environments. With over 25 years of industry experience, we pride ourselves on delivering a productive IT experience.

Position Overview

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

What to Expect:

  • A collaborative environment where your contributions significantly impact our service quality; a small company atmosphere with vast opportunities.
  • Opportunities for professional development and career advancement.
  • Competitive compensation for this role: $29.00 per hour, commensurate with experience.
  • Comprehensive benefits package including:
    • Medical, Dental, and Vision Insurance
    • 401(k) Plan with company matching
    • Paid Time Off for vacations and personal days
    • A workplace that values your unique skills and contributions, ensuring they are recognized and rewarded.

Key Qualifications:

  • A strong passion for resolving client challenges while delivering outstanding customer service.
  • A positive attitude towards change and adaptability.
  • A commitment to excellence and achieving positive outcomes for clients.

Role Responsibilities

  • Deliver high-quality customer service, maintaining professional communication with clients and keeping them updated on the status of their requests.
  • Address service requests and alerts related to various technologies, including operating systems, cloud applications, and networking equipment.
  • Collaborate with vendor support and internal teams to ensure prompt resolution of issues.
  • Manage support requests received through multiple channels, including phone, email, and web portals.
  • Escalate complex issues to appropriate internal 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 technology trends and apply advanced techniques in client solutions.
  • Maintain a positive working relationship across departments to enhance communication and collaboration.
  • Provide coverage and administrative support during staff absences.
  • Meet or exceed established performance standards.
  • Perform other related duties as assigned.

Requirements

  • Fluency in English and either Spanish or French is essential.
  • Strong customer service skills are required.
  • A minimum of 1 year of experience in Desktop Support or IT Helpdesk/ServiceDesk is necessary.
  • A high school diploma or equivalent is required; a degree in computer science or a related field is preferred.
  • Experience with Microsoft 365 Admin Centers is highly desirable.
  • Familiarity with managed IT services is advantageous.
  • Experience with Windows server or networking is preferred.
  • Knowledge of Active Directory is a plus.
  • Certifications in Microsoft Windows, Azure, and Office 365 are preferred.

Solution Builders is an equal-opportunity employer dedicated 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.