Service Technician

Job Summary

Cyber Advisors is seeking a Service Technician to join our dynamic team. This role involves providing technical assistance to small to medium-sized business clients, troubleshooting hardware and software issues, setting up user accounts, and maintaining a positive customer service experience.

Responsibilities

• Provide direct technical assistance to clients using remote support tools or in-person
• Troubleshoot and resolve technical problems independently
• Escalate support to the Service Desk and assist Engineers
• Identify opportunities to improve end-user experience
• Document time, customer correspondence, and problem resolutions
• Aid account managers in reviewing existing systems and recommending improvements
• Engage external support vendors as needed
• Maintain knowledge of industry trends
• Communicate with customer users
• Perform work outside of standard business hours as needed, including weekends and holidays
• Routine management of systems and networks
• Maintain current knowledge and certifications of products and solutions
• Keep documentation of work performed
• Participate in team and staff meetings
• Other duties as assigned

Qualifications

• Education: MCSA or equivalent experience from a two-year college degree in Information Technology
• Two years of related experience with helpdesk/desktop support in a professional environment
• Call center or client-facing experience preferred
• Strong PC operating system, hardware, and networking fundamentals
• Active Directory: managing user accounts, security groups, and permissions
• LAN Fundamentals: understanding of DHCP, DNS, and network access control
• Client/Server Fundamentals: familiarity with file servers, file and folder permissions, print servers
• Email Delivery Fundamentals: understanding MX records and email filtering
• Data Backup and Restore Fundamentals
• Security: identifying and resolving malicious software issues
• Strong interpersonal skills for effective communication with users and vendors
• Willingness to work collaboratively as part of a team
• Strong work ethic
• Time management and task prioritization skills

Benefits

• Competitive pay based on experience
• Opportunities for career advancement
• Full medical and dental coverage
• 401(k) with employer matching
• Disability and life insurance
• Bonuses available
• Paid time off
• Working with dynamic clients and cutting-edge technology

Requirements

• Pass a criminal background check and drug screen