Help Desk Support Specialist III - Bloomington, United States - Solution Builders
Description
** Solution Builders**
** Help Desk Support Specialist III**
Bloomington, MN 55431
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 25 years of experience in providing businesses with high quality IT support and management. 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:
Flexibility to work from home.
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.
Competitive pay.
Benefits that include:
+ Medical Insurance
+ Dental Insurance
+ Matching 401(k) Plan
+ 10 Paid Vacation Days Off
+ 5 Paid Personal Days Off
A company that wont make you feel like youre just a number. Your unique talents and experience will not only make a difference, but will be recognized and rewarded
**Overall Responsibility** :
**Position Purpose**
The Support Specialist III is responsible for handling first, second and third level support service requests for all technology, including workstations, servers, printers, networks, cloud, and vendor specific hardware and software as the final point of escalation.
**Position Functions**
Resolve first, second and third level service requests and alerts involving technology for client sites including Windows server & workstation OS, Mac OS, Microsoft 365 & Azure, Cloud applications, printers, routers, firewalls, switches, VPN, Remote Desktop Services, VOIP and mobile phones, backup solutions and other vendor-specific hardware and software.
Provide guidance and mentorship for tier 1 and tier 2 Support Specialists to ensure timely resolution of support requests.
Research and collaborate with vendor support and internal resources to ensure resolution as final point of escalation.
Lead macro problem resolution and coordinating proper resources for client communication and timely resolution.
Document all support issues, resolutions and time in the company approved ticketing system as they occur.
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.
**Additional Duties and Responsibilities**
Upholds the company policy guidelines as well as recommend new and improved guidelines to insure 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 projects as directed by Company Management.
**Position Requirements**
6+ years of experience in a technical support or equivalent role required
2+ years advanced networking or Windows infrastructure support required
Demonstrated leadership in resolving advanced problems required
Strong technical writing and verbal communication skills required
High school diploma or equivalent required
BS or BA degree in computer science, business administration, business communications or related field is preferred
Familiarity with managed IT consulting services strongly preferred
Advanced Microsoft Windows or Azure 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. We're currently not providing visa sponsorship, including H1-B.