Service Desk Specialist (2nd Shift)

Cyber Advisors is looking to add a Service Desk Specialist 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.

Overview

The Service Desk Specialist’s role will utilize advanced troubleshooting knowledge to quickly and effectively resolve client computer and account-related issues. This includes receiving new and escalated requests, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help-request tracking tools paired with a broad range of technical experience. This particular role will help to cover our afternoon and early evening support, working second shift of 11am – 7:30pm.

Essential Support Functions:

• Field incoming help requests from end users via telephone, e-mail (through the ticketing system), and chat in a professional and courteous manner.
• Prioritize and work tickets, escalating to the appropriate client or internal team as needed while following contractual guidelines where available.
• Respond to network and server alerts in a timely manner following documented processes.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain up-to-date documentation of existing and new client systems and environments.
• Provide basic network support for client systems.
• Test fixes to ensure the problem has been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Required Experience/Education:

• Degree in the field of computer science and/or equivalent work experience.
• Possess Microsoft Support or other relevant industry-standard certifications (preferred)
• Significant Experience with desktop operating systems in a domain environment including Microsoft Windows (required) and Apple MacOS (preferred).
• Experience managing/troubleshooting Windows Server environment including managing and troubleshooting Active Directory, domain file sharing and permissions, and basic understanding of Group Policy.
• Experience managing/troubleshooting Office 365 accounts
• Basic troubleshooting experience for networking appliances and devices such as routers, switches, and firewalls.

Knowledge, Skills & Abilities:

• Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.

*This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary

Compensation / Benefits:

• Competitive salary depending on skills and experience.
• Vacation and PTO.
• Employer-paid Health and Dental Insurance for CA employees.
• Great opportunities for career advancement
• 401k with employer matching
• Paid time off to train for continuing education
• Disability and Life Insurance

About Cyber Advisors:

Cyber Advisors' culture is like no other. First and absolutely foremost, we believe in taking care of our employees and their families. Whether we are blowing off steam at Top Golf, gathering for a fun summer family picnic, or hosting sales –vs- engineering paintball war, we play just as hard as we work. We believe good things come to those who sweat.