Role Description The Operations Analyst supports three core areas of the business: client operations, resale, and systems administration. Day-to-day, that means managing renewal pipelines, generating quotes, processing orders, maintaining Halo PSA, and maintaining the reports and documentation our teams rely on. This role is a great fit for someone who's highly organized, picks up new tools quickly, and wants broad exposure to how an MSP operates. This position reports directly to the VP, Client Operations. Key Responsibilities - Client Operations - Manage the full client renewal lifecycle: track key dates, coordinate outreach, draft renewal SOWs, and drive documents through to client signature. - Maintain structured notes, follow-up reminders, and process documentation to keep client-facing teams aligned and prepared. - Support time tracking validation and reporting to ensure accuracy for client billing and internal analysis. - Maintain Google Sheets to support forecasting, renewals, monthly invoicing, and operational insights. - Identify and document process improvements within Client Operations, making workflows more repeatable and scalable. - Hardware & Software Resale - Generate accurate hardware and software quotes using distributor portals (Ingram Micro, Pax8, and D&H) and vendor partner programs. - Process purchase orders and coordinate with vendors to ensure timely delivery; proactively update clients and internal stakeholders on order status. - Manage client software license renewals across platforms including Google, Microsoft, and Meraki. - Maintain detailed records of quotes, orders, and vendor agreements in Halo PSA and Google Drive. - Resolve order discrepancies and procurement inquiries efficiently and professionally. - Keep the team equipped with up-to-date product documentation, including vendor details, SKUs, key specs, manufacturer promotions, and end-of-life notices. - Systems Administration & Support - Support ongoing configuration, maintenance, and day-to-day upkeep of Halo PSA. - Help with data review and data pulls from existing tools and support transfer to Halo PSA, ensuring information is accurate, consistent, and readily available to support reporting and decision-making. Qualifications - Highly organized, detail-oriented, and reliable. - Able to manage multiple workstreams and shifting priorities without dropping the ball. - Clear, professional communicator. - Curious about how things work, with a genuine interest in process improvement and operational efficiency. - Strong Google Sheets skills: comfortable with data organization, tracking, and building clear reports. - Analytical thinker who's willing to develop familiarity with the technical products and solutions we sell. - Experience with CRMs, PSA tools, or other operational/documentation systems is a plus. Benefits - Remote work environment - Competitive pay - Healthcare packages contributed to by Personified - Optional 401K matched by Personified - Cell phone stipend - Annual learning & development stipend

• Analisar e especificar os requisitos junto ao time e cliente • Priorização de requisitos junto ao cliente • Desenvolver sistemas baseados em otimização matemática • Participar do processo de implantação das aplicações nos clientes

Role Description Cyber Advisors is looking to add a Service Desk Analyst to our team. The Service Desk Analyst role will function as a 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. An ideal Service Desk Analyst candidate possesses strong technical intuition, has a desire to create amazing client experiences, and grow their performance and technical skillset. - Field incoming requests from end users via telephone and e-mail (through the ticketing system) 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. - 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. - Help to create and maintain up-to-date documentation of existing and new client systems and environments. - Provide basic network support for client workstations. - Evaluate documented resolutions and analyze trends for ways to prevent future problems. - 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. Qualifications - Experience working in an IT Support function or an Associate-level degree in a 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. Requirements - 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. 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.

• Control, recording, monitoring and analysis of change requests (Change Requests), ensuring traceability and process compliance. • Integration, packaging, versioning and promotion of software artifacts across controlled environments. • Execution of merges for parallel builds, conflict resolution and ensuring the consistency of source code. • Application of naming conventions, organization, traceability and governance for configuration items. • Support for development, test and integration teams, ensuring appropriate environments for UAT (homologation), validation and deployment of solutions. • Participation in deployment processes, release control and promotion of versions between development, staging/UAT and production environments. • Preparation, maintenance and execution of the Configuration and Change Management Plan (CM Plan). • Monitoring of indicators, compliance auditing and assurance of software product integrity.