Service Technician

Cyber Advisors; Maple Grove (MN); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical and Dental plan fully paid for

401k with employer matching

Disability and Life Insurance

Bonus opportunities

Vacation and paid time off

Career advancement opportunities

Dynamic client base and technology

Job summary

Cyber Advisors is hiring a Service Technician to support SMB clients from our Maple Grove, MN office. The role involves remote and on-site technical support, troubleshooting hardware, software, accounts, and connectivity, and maintaining documentation.

Travel to client sites and collaboration with vendors are part of the responsibilities. Requires 2 years in help-desk/desktop support, a 2-year IT degree or equivalent, and strong communication skills.

Qualifications

• Two years of related help-desk or desktop support experience.
• 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.

Responsibilities

• 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.

Skills

Communication skills

Team player

Time management

Troubleshooting

Phone/email/chat support

Education

Two-year IT degree

Technical certification

Tools

Active Directory

DHCP

DNS

Job description

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 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.

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.