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Helpdesk Support Specialist Tier II (Remote)
At Solution Builders, Inc., we're passionate about helping our customers achieve complete satisfaction with their computer and information technology environments. We have an excellent reputation in the market and over 30 years of experience in providing businesses with high-quality IT support, management, and cybersecurity solutions. Our customers value a highly productive information technology experience, and Solution Builders makes that a reality.
What YOU can expect:
We are equally as passionate about our Team Members! When you become part of the Solution Builders Team you can expect:
- An inclusive culture where you can have a direct impact on the superior service we provide our clients; small company feel, big on opportunity.
- Career development and growth opportunities.
- Salary range for this position: $26 - 33 per hour based on experience.
- Benefits that include:
- Medical, Dental, and Vision Insurance
- Matching 401(k) Plan
- Paid Vacation and Personal Days Off
- A company that won't make you feel like you're just a number. Your unique talents and experience will not only make a difference but will be recognized and rewarded!
Successful candidates should possess the following characteristics:
- Passion for solving business problems for clients while providing exceptional customer service.
- Willingness to embrace change with a positive attitude.
- Commitment to high-quality work and positive customer outcomes.
Read on if this sounds like the place for you!
Overall Responsibility:
Position Purpose
The Support Specialist II is responsible for handling first and second-level support service requests for all technology, including workstations, servers, printers, networks, cloud, and vendor-specific hardware and software. This position will primarily cover the Pacific time zone.
Position Functions
- Resolve first and second-level service requests and alerts involving technology at client sites, including workstations, Windows, Microsoft Office, printers, routers, firewalls, VPN, Remote Desktop Services, phones, backup solutions, and vendor-specific hardware and software according to Solution Builders' standards.
- Research and escalate issues to the proper resources within Solution Builders to ensure client satisfaction according to Solution Builders' standards.
- Research and collaborate with vendor support and internal resources to ensure timely issue resolution.
- Document all support issues, resolutions, and time in the company-approved ticketing system as they occur according to Solution Builders' standards.
- Communicate with clients in a professional and timely manner as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages according to Solution Builders' standards
Additional Duties and Responsibilities
- Upholds the company policy guidelines as well as recommends new and improved guidelines to ensure compatibility and better service at client locations.
- Maintains current technical expertise in the rapidly changing technology of computing and utilizes state-of-the-art techniques when implementing client solutions.
- Maintains a positive attitude and positive working relationship with all departments to optimize working relationships and communication.
- Fulfills department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
- Performs at or above company performance standards established within the department.
- Other tasks and projects as directed by company management.
What We're Looking For
- Strong customer service skills required.
- Minimum 3 years of professional Desktop Support or IT Helpdesk/ServiceDesk experience required.
- At least 2 years of Windows server or networking experience required.
- Remotely supports clients primarily in the Pacific time zone.
- Experience working in Microsoft 365 Admin Centers (Exchange Admin, SharePoint Admin, OneDrive Admin, and Teams Admin) required.
- High school diploma or equivalent required
- Demonstrated leadership in resolving customer PC problems required
- Strong written and verbal communication skills required
- BS or BA degree in computer science, business administration, business communications, or a related field is strongly preferred.
- Familiar with managed IT consulting services and software strongly preferred.
- A+ Certification or equivalent experience preferred
- Microsoft Windows, Azure, and Office 365 certifications preferred.
Solution Builders is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, gender, national origin, age, sexual orientation, disability or veteran status, among other factors.
