Helpdesk Support Specialist (Bilingual English and French)
Solution Builders
- Bloomington, MN
- $22.00-29.00 per hour
- Permanent
- Full-time
- 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: $22.00 - $29.00 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!
- 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.
- Provide a high level of customer service. Communicate with clients in a professional and timely manner; keeping them informed of incident progress, impending changes, or agreed outages.
- Resolve 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.
- Research and collaborate with vendor support and internal resources to ensure timely issue resolution.
- Triage support requests submitted via phone, email, web portal, and remote support tools.
- Escalate issues to the proper resources within Solution Builders to ensure client satisfaction.
- Document all support issues, resolutions, and time in the company approved ticketing system as they occur.
- 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 duties as assigned.
- Fluent in English and French required.
- In-person position at our office in Bloomington, MN.
- Strong customer service skills required.
- Minimum 1 year of professional Desktop Support or IT Helpdesk/ServiceDesk experience required.
- High school diploma or equivalent required
- BS or BA degree in computer science, business administration, business communications, or a related field is strongly preferred.
- Experience working in Microsoft 365 Admin Centers (Exchange Admin, SharePoint Admin, OneDrive Admin, and Teams Admin) strongly preferred.
- Familiar with managed IT consulting services and software strongly preferred.
- At least 1 year of Windows server or networking experience preferred.
- Experience using Active Directory preferred.
- Microsoft Windows, Azure, and Office 365 certifications preferred.