Helpdesk Support Specialist Tier III

Solution Builders Inc.; BLOOMINGTON (MN); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Matching 401(k) Plan

Paid Vacation and Personal Days Off

A company that recognizes talent

Job summary

Solution Builders, Inc. in Bloomington, MN is seeking a Support Specialist III to handle 1st–3rd line support across workstations, servers, printers, networks, cloud apps, and vendor software. You will mentor junior staff and coordinate resolutions with vendors to ensure timely outcomes.

The role demands a 6+ year track record in technical support, strong Windows infrastructure and Microsoft 365 skills, and excellent writing/communication abilities. On-site presence in Bloomington is expected.

Qualifications

• High school diploma or equivalent required.
• BS or BA in computer science, business administration, or related field preferred.
• 6+ years of experience in a technical support or equivalent role required.
• 2+ years of advanced networking or Windows infrastructure support required.
• Experience working in Microsoft 365 Admin Centers required.
• Support clients from the Bloomington, MN office and on-site as needed.
• Demonstrated leadership in resolving advanced problems required.
• Strong technical writing and verbal communication skills required.

Responsibilities

• Resolve 1st–3rd level service requests for client technology including Windows/Mac, networks, cloud apps, and devices.
• Provide guidance and mentorship for tier 1–2 staff to ensure timely resolution.
• Coordinate with vendors and internal teams to resolve escalations.
• Lead macro problem resolution and communicate status to clients.
• Document all issues and resolutions in the ticketing system.
• Maintain professional client communication and notify about outages or changes.

Skills

Advanced networking

Windows infrastructure

Microsoft 365 Admin Centers

Leadership

Technical writing

Communication

Problem solving

Mentorship

Customer service

Education

BS or BA in computer science, business administration, or related field

High school diploma or equivalent

Tools

Windows Server

Mac OS

Azure

Microsoft 365

Job description

AtSolution 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: $65,000 – 80,000 per year 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 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 according to Solution Builders' standards.
• 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 the final point of escalation.
• Lead macro problem resolution and coordinate proper resources for client communication and timely 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

• High school diploma or equivalent required
• BS or BA degree in computer science, business administration, business communications, or related field is preferred
• 6+ years of experience in a technical support or equivalent role required
• 2+ years of advanced networking or Windows infrastructure support required
• Experience working in Microsoft 365 Admin Centers (Exchange Admin, SharePoint Admin, OneDrive Admin, and Teams Admin) required.
• Support clients from the Solution Builders office in Bloomington, MN and, on occasion, at the client site.
• Demonstrated leadership in resolving advanced problems required
• Strong technical writing and verbal communication skills required
• 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.

Equal Opportunity Employer, including disabled and veterans.