Service Desk Level 1 Analyst

DYOPATH is a dynamic, forward-thinking Managed Service Provider (MSP) dedicated to empowering organizations with reliable and innovative IT solutions. Guided by core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.

Join the DYOPATH Team! We are currently hiring a remote Service Desk Level 1 Analyst!

Why DYOPATH? We've been recognized as a Great Place to Work for four years running – and that's no coincidence! We're all about collaboration, creativity, and, most importantly, making sure our team feels valued every single day.

We are a people-first company, and we're eager to welcome a new team member ready to contribute their enthusiasm and tech skills to the mix. Ready to join us? Read on!

What We're Looking For: Service Desk Level 1 Analyst

We're seeking a tech-savvy and detail-oriented Service Desk Level 1 Analyst to join our awesome team. If you've got a passion for tech, troubleshooting, and helping people (over the phone, by email and via chat!), this is the job for you.

As a Service Desk Level 1 Analyst, you'll be the tech wizard everyone turns to for help with IT-related issues.

• You'll be the hero answering phone calls, emails, and chat messages.
• Tackling technical problems with speed and professionalism.
• When the going gets tough, you'll team up with other IT pros to escalate and resolve those tricky issues that need an extra touch of magic.
  
  

And yes, you'll be doing all this while having fun, working in a culture that's all about teamwork, mutual respect, and making sure you feel appreciated!

The Details:

• Location: Remote
• Shift: 7:00 AM – 3:30 PM EST
• Pay: $20/h
• Benefits: We offer amazing perks, including:
• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off (including holidays and vacation days!)
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Ongoing training & growth opportunities
• Pet Insurance (because we know your pet is family too)
  

What You'll Be Doing:

• Tech Hero: Be the first line of defense for our customers and employees, swooping in to save the day by answering phone calls, emails, and chat messages. Your quick thinking and problem-solving skills will ensure that technical issues are resolved efficiently and effectively.
• Ticket Master: Log all service desk interactions in our ticketing system and escalate issues to the right team or individual when needed. You'll keep everything organized and ensure that no issue goes unresolved.
• Problem Solver: Tackle technical issues head-on, from desktop and laptop woes to printer problems. Your expertise will cover a wide range of IT-related challenges, making you an invaluable resource.
• Resolution Rockstar: Ensure timely and accurate resolution of all service desk issues, leaving our customers and employees smiling. Your dedication to providing top-notch support will make a real difference.
• Follow-Up Fanatic: Conduct follow-up activities to make sure everyone is happy with the service provided. You'll check in with customers and employees to ensure their issues are fully resolved and they're satisfied with the support they received.
• Continuous Learner: Keep your skills sharp and knowledge up-to-date through training, certification, and self-directed learning. You'll stay ahead of the curve in the ever-evolving world of technology.
• Project Participant: Jump into special projects and show off your skills! Whether it's a new software rollout or a system upgrade, you'll be ready to contribute and make an impact
  
  

What You Bring to the Table:

• Education: High school diploma or equivalent required; an associate or bachelor's degree in computer science or a related field is a plus.
• Certifications: HDI Support Center Analyst (HDI-SCA), ITIL Foundation, and Microsoft 365 Certified Fundamentals.
• Experience: 1-2 years in a technical support role, preferably in a service desk environment.
• Skills: Strong customer service skills, proficiency with Microsoft Office and Windows operating systems, and basic network troubleshooting.
• Team Player: Ability to work independently and as part of a team, with a focus on delivering exceptional customer service.
• Problem-Solving Pro: Excellent problem-solving and analytical skills.
• Multi-Tasking Maven: Ability to manage multiple tasks simultaneously and prioritize workload effectively.
  
  

Why Apply?

If you're ready to take your tech career to the next level in a collaborative, fun environment, we want to hear from you! Apply today and make an impact at DYOPATH.

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.