Technical Support Specialist

1 week ago

Bloomington, United States Solution Builders Full time

Company Overview

At Solution Builders, Inc., we are committed to delivering exceptional IT support and management services. With over 25 years of expertise and a solid reputation in the industry, we focus on providing businesses with a seamless and productive IT experience.

Position Overview

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

What You Can Anticipate:

  • A welcoming culture where your contributions directly influence the quality of service we offer to our clients; a small company atmosphere with vast opportunities.
  • Opportunities for professional development and career advancement.
  • Compensation for this role: $29.00 per hour, commensurate with 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 and recognizes your unique skills and contributions.

Ideal Candidate Attributes:

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

Key Responsibilities:

  • Deliver exceptional customer service by communicating professionally and promptly with clients, 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 swift resolution of issues.
  • Manage support requests received through multiple channels, including phone, email, and remote support tools.
  • Escalate complex issues to appropriate internal resources to guarantee client satisfaction.
  • Document all support interactions, resolutions, and time spent in the designated ticketing system.

Additional Responsibilities:

  • Adhere to company policies and recommend improvements for enhanced service delivery.
  • Stay updated with the latest technological advancements and apply state-of-the-art techniques in client solutions.
  • Maintain a collaborative and positive relationship with all departments to foster effective communication.
  • Provide coverage and administrative support during team absences.
  • Meet or exceed established performance standards.
  • Other responsibilities 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/ServiceDesk is required.
  • A high school diploma or equivalent is necessary; 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.
  • At least 1 year of experience with Windows server or networking is preferred.
  • Experience with 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.

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