Desktop Support Analyst II

Are you passionate about solving technical problems and helping others stay connected and productive?

DYOPATH is seeking a Service Desk Level 2 Analyst!

Why Choose DYOPATH?

If you're looking for more than just a job - something that fuels your passion and supports your growth - DYOPATH could be the perfect fit. Here, you’ll be part of a team that embodies its values, guided by our core philosophy of L.O.V.E. - Living Our Values Every Day. You’ll work in an environment that prioritizes collaboration, innovation, and personal development.

As an award-winning IT service provider, DYOPATH doesn’t just support clients - we partner with them to drive real success. That same commitment extends to our employees. Whether you're building your technical skills, exploring new career paths, or looking for a workplace that truly values your contributions, DYOPATH offers the support and opportunities to help you thrive.

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!

Benefits: DYOPATH offers a comprehensive benefits package designed to support your well-being. 

• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off
• Paid Holidays- You Pick a day holiday!
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Pet Insurance (because pets are family too!)
• And more! Explore our full benefits at dyopath.com/careers

The Details:

• Location: Miami, FL
• Shift: Monday through Friday, 9AM -6PM
• Pay: 21.00

Service Desk Level 2 Analyst Position Details:

 Essential Functions and Responsibilities:

• Be the go-to expert: Provide second-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
• Solve the unsolvable: Troubleshoot and resolve technical issues when possible and escalate to appropriate support teams when necessary.
• Team player: Identify and resolve problems with IT systems and services, working with other IT staff as necessary.
• Mentor and guide: Provide guidance and mentoring to Level 1 analysts, assisting with problem-solving and incident resolution.
• Customer satisfaction: Ensure timely and accurate resolution of all service desk issues and conduct follow-up activities to ensure satisfaction with the service provided.
• Continuous improvement: Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
• Special projects: Participate in special projects as assigned.

Education Qualifications:

• Associate or bachelor’s degree in computer science or related field preferred.

Licenses, Certifications, and Other Requirements:

• HDI Support Center Analyst (HDI-SCA)
• ITIL Foundation
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Endpoint Administrator Associate

Minimum Knowledge, Skills, and Abilities Qualifications:

• 2-4 years of experience in a technical support role, with at least 1 year in a service desk environment.
• Strong customer service skills, with the ability to communicate technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
• Knowledge of ITIL or similar service management frameworks a plus.
• Ability to work independently and as part of a team, with a focus on delivering exceptional customer service.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.
• Experience with remote support tools and technologies.

Ready to Join the DYOPATH Team?

Apply now and help shape the future of IT services with 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.