Service Technician

We are looking to add a Service Technician to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team.

You will work based out of our Maple Grove, MN office. In this position, you will support small and medium-sized business clients by phone, through remote support tools, and in person when needed. You will troubleshoot hardware, software, account, and connectivity issues; configure user accounts and workstations; maintain accurate documentation; and provide an excellent client experience. The role offers exposure to a wide variety of applications, environments, and technology platforms while supporting a healthy work-life balance.

Key Responsibilities

Client Support and Troubleshooting

- Provide technical assistance to clients through remote support tools and on-site service.
- Troubleshoot and resolve hardware, software, operating system, account, email, and connectivity issues.
- Manage and prioritize assigned calls and service tickets based on urgency and client impact.
- Gather technical information and escalate issues accordingly within the processed guidelines.
- Perform on-site dispatches at client locations when necessary.
- Engage external vendors and support providers as needed to resolve client issues.
- Identify opportunities to improve the end-user experience and exceed client service expectations.

Systems and Device Support

- Build, configure, and deploy workstations and related hardware.
- Perform routine maintenance, software updates, and system-management activities.
- Support user accounts, profiles, security groups, permissions, printers, file access, and other common client systems.
- Assist with basic network troubleshooting involving DHCP, DNS, VPN, connectivity, and access control.
- Support backup, restore, email-delivery, and malicious-software remediation activities within the scope of the role.
- Package and ship hardware to clients when requested.

Documentation and Internal Coordination

- Maintain accurate ticket records, including time entries, client correspondence, troubleshooting steps, and resolutions.
- Create and update client documentation and internal knowledge-base content.
- Provide escalation assistance to the Service Desk and support Engineers as needed.
- Assist account managers by reviewing client systems, identifying potential improvements, and recommending appropriate equipment.
- Participate in regular team and company meetings.
- Maintain current knowledge of professional trends, products, services, and solutions relevant to client needs.

Schedule and Additional Responsibilities

- This role is an in-office position with some daily travel requirements
- Perform work outside standard business hours, including evenings, weekends, and holidays, when necessary.
- Complete other duties as assigned.

Qualifications

Required

- Two years of related help-desk or desktop support experience in a professional environment.
- Experience in a call-center, customer service, or client facing role.
- A two-year degree in Information Technology, a relevant technical certification, or equivalent professional experience.
- Strong PC operating system, hardware, and networking fundamentals.
- Strong interpersonal, written, and verbal communication skills.
- Ability to work effectively as part of a team and deliver high-quality client service.
- Strong work ethic, time-management skills, and ability to prioritize competing tasks.
- Ability to troubleshoot and resolve common technical issues with limited supervision.
- Ability to pass required background and drug screenings.

Preferred

- Experience managing user accounts, security groups, and permissions in Active Directory.
- Working knowledge of DHCP, DNS, network access control, file servers, folder permissions, and print services.
- Understanding of email delivery, MX records, and email-filtering technologies.
- Experience with data backup and restore processes.
- Experience identifying and resolving malicious-software issues.
- Relevant Microsoft, CompTIA, or comparable industry certifications.

What Success Looks Like

- Client issues are acknowledged, documented, prioritized, and resolved within established service expectations.
- Tickets contain clear time entries, client communications, troubleshooting details, and resolution notes.
- Escalations include the technical information needed for the next resource to continue efficiently.
- Clients receive professional, timely, and understandable communication throughout the support process.
- Workstations, accounts, and other supported systems are configured accurately and securely.
- Internal documentation and knowledge-base content remain current and useful.
- Technical knowledge and certifications continue to develop in alignment with client and organizational needs.

Team members can depend on you to communicate clearly, follow through on commitments, and contribute to a positive client experience.

Benefits Include

- Highly competitive pay based on experience
- Great opportunities for career advancement
- Cyber Advisors fully pays Medical and Dental plan for employee
- 401k with employer matching
- Disability and Life Insurance
- Bonuses eligible
- Vacation and paid time off
- Working with dynamic clients and the latest coolest technology

If you are a hard-working, easy-going and experienced individual with a strong work ethic, we'd love to talk to you.

Must be able to pass a criminal background check and drug screen.