Service Desk Level 2 Analyst

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 ofL.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 atwww.dyopath.com/careers

The Details:

• Location:New York, NY
• Shift:First shift, Monday through Friday
• Pay: 28.05

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.

What You'll Be Doing: Location: Remote

Ready to Join the DYOPATH Team?

Apply now and help shape the future of IT services with DYOPATH!