Service Desk Analyst

The Service Desk Analyst role will function as rapid response and resolution role that focuses on quick resolution of common Tier 1-level issues along with routing higher level issues to appropriate teams. The SD Analyst role will field incoming requests from clients via live calls, voicemail, and email. As part of fielding these requests the SD Analyst will gather detailed information and review each issue to determine appropriate action based on provided guidelines. An ideal Service Desk Analyst candidate possesses strong technical intuition, has a desire to create a amazing client experiences and grow their performance and technical skillset.

• Create a great experience for Cyber Advisors’ clients using technical skillset, excellent listening skills, and empathy.
• Engage with your teammates consistently throughout the day.
• Attend and participate in weekly department meetings.
• Help clients to better understand the systems that they are using by providing helpful tips and training where possible.
• Actively look for opportunities to grow your technical skillsets through training and certifications.

• Experience working in an IT Support function or an Associate-level degree in related field.
• Possess Microsoft Support or other relevant industry-standard certifications (preferred)
• Experience working with and troubleshooting desktop operating systems including Microsoft Windows (required) and Apple MacOS (preferred).
• Experience troubleshooting Microsoft Office products (required) and Office 365 services (preferred).
• Basic troubleshooting experience with Windows networking functions as well as networking appliances and devices such as modems, routers, and switches.

• 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.
• Excellent written and oral communication skills.
• Excellent 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.

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.