Service Desk Specialist

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.

Looking to fill 2 spots. One for each shift:

• 7:30 am - 4pm CST
• 9:30 am - 6pm CST

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.

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