Technical Support Analyst

2 weeks 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 achieve optimal satisfaction with their technology environments. With over 25 years of industry experience, we pride ourselves on delivering a productive IT experience backed by a solid reputation.

Role Overview

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

What You Can Anticipate:

  • A welcoming culture where your contributions directly influence the high-quality service we deliver; 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 Time Off for vacations and personal days
    • A workplace that values your unique skills and contributions, ensuring they are recognized and rewarded.

Ideal Candidate Attributes:

  • A genuine passion for addressing client challenges while delivering outstanding customer service.
  • A positive approach to adapting to change.
  • A strong commitment to quality work and favorable customer results.

Position Responsibilities:

  • Deliver exemplary customer service by communicating professionally and promptly with clients, keeping them updated on incident status and any changes.
  • Address service requests and alerts related to various technologies including operating systems, cloud applications, and networking hardware.
  • Engage with vendor support and internal teams to facilitate timely resolution of issues.
  • Manage support requests received through multiple channels including phone, email, and remote tools.
  • Escalate complex issues to appropriate internal resources to maintain client satisfaction.
  • Document all support interactions, resolutions, and time spent in the designated ticketing system.

Additional Responsibilities:

  • Adhere to company policy guidelines while suggesting improvements for enhanced service delivery.
  • Stay updated with the latest technological advancements and apply best practices in client solutions.
  • Maintain a constructive relationship with all departments to foster effective communication.
  • Support departmental needs during staff absences.
  • Meet or exceed established performance standards.
  • Other duties as assigned.

Position Requirements:

  • Fluency in English and Spanish or French is essential.
  • Strong customer service skills are a must.
  • 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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