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.