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Technical Support Analyst

2 months ago

Maple Grove, Minnesota, United States Cyber Advisors, Inc. Full time
Job Overview

Cyber Advisors, Inc. is a dynamic and expanding Cybersecurity Consulting firm and Managed Service Provider (MSP). We are in search of a Technical Support Analyst to join our dedicated Service Desk Team, contributing to our rapid growth while fostering your own professional development. At Cyber Advisors, we prioritize inclusivity and are committed to the ongoing growth of our employees. We offer a competitive compensation package and seek candidates who are innovative and results-driven. Successful team members are detail-oriented and possess exceptional communication skills. The ideal candidate will be a resourceful problem-solver, capable of organizing and prioritizing tasks effectively. We invite candidates to be part of a progressive team that values your contributions and well-being.

Position Responsibilities

The Technical Support Analyst will leverage advanced troubleshooting expertise to promptly and effectively address client computer and account-related challenges. Responsibilities include:

  • Receiving and managing incoming help requests from end users through various channels including phone, email, and chat, while maintaining professionalism and courtesy.
  • Prioritizing and processing tickets, escalating issues to the appropriate client or internal team as necessary, adhering to contractual guidelines.
  • Documenting essential end-user identification details, including name, department, contact information, and nature of the issue.
  • Tracking and documenting the problem-solving process, including all decisions made and actions taken until resolution.
  • Recording time spent on all tasks, including troubleshooting, research, and remediation, in the designated platform for accurate reporting.
  • Utilizing diagnostic tools to assist in troubleshooting efforts.
  • Creating and maintaining comprehensive documentation of existing and new client systems and environments.
  • Providing fundamental network support for client systems.
  • Testing solutions to confirm the resolution of issues.
  • Analyzing documented resolutions and identifying trends to prevent future occurrences.
Qualifications

To be considered for this role, candidates should possess:

  • A degree in computer science or equivalent professional experience.
  • Relevant industry-standard certifications such as Microsoft Support (preferred).
  • Extensive experience with desktop operating systems in a domain environment, particularly Microsoft Windows (required) and Apple MacOS (preferred).
  • Experience in managing and troubleshooting Windows Server environments, including Active Directory, domain file sharing, permissions, and a basic understanding of Group Policy.
  • Experience with managing and troubleshooting Office 365 accounts.
  • Basic troubleshooting skills for networking devices such as routers, switches, and firewalls.
Skills and Attributes

The successful candidate will demonstrate:

  • A solid understanding of various diagnostic utilities.
  • The ability to conduct research on a wide range of computing issues as needed.
  • Exceptional written and verbal communication skills.
  • Strong interpersonal skills with an emphasis on rapport-building and active listening.
  • Excellent documentation capabilities.
  • A quick ability to absorb and retain information.
  • Self-motivation and a proactive approach.
  • A keen attention to detail.
  • Proven analytical and problem-solving skills.
  • The ability to prioritize and execute tasks effectively in a high-pressure environment.
  • A strong customer service orientation for both internal and external clients.
  • Experience in a collaborative, team-oriented environment.

*This job description may be adjusted to include new responsibilities or modify existing ones as deemed necessary by management.

Compensation and Benefits

The salary for this position is negotiable and commensurate with experience. Factors influencing compensation include geographic location, skills, education, experience, and other qualifications.

Benefits include:

  • Competitive salary based on skills and experience.
  • Paid vacation and personal time off.
  • Employer-sponsored health and dental insurance.
  • Opportunities for career advancement.
  • 401k plan with employer matching from day one.
  • Disability and life insurance coverage.
  • Eligibility for bonuses.
About Cyber Advisors

Cyber Advisors fosters a unique culture that prioritizes the well-being of our employees and their families. We believe in balancing work with fun, whether through team-building activities or social events. Our philosophy is that hard work and enjoyment go hand in hand.