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.

• 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 elevate 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.

• 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.

• 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.

• 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.

• 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…