Service Desk Level II Analyst

📋 Description

• Serve as the go-to resource for desktops, laptops, printers, and network issues.
• Tackle mid-level challenges, resolve escalations, and collaborate with IT teams.
• Mentor Level 1 analysts through coaching and guidance.
• Prioritize user satisfaction with timely resolution and follow-up.
• Pursue ongoing training, certifications, and continuous learning.
• Contribute to service-improvement projects.

🎯 Requirements

• Associate’s degree or higher preferred.
• HDI Support Center Analyst (HDISCA) certification.
• ITIL Foundation certification.
• Microsoft 365 Fundamentals certification.
• Microsoft 365 Endpoint Administrator Associate certification.
• 2–4 years in technical support; 1 year in Service Desk Level 2.
• Strong customer service and clear tech explanations.
• Proficient in Windows OS and Microsoft Office.
• Advanced network troubleshooting.
• Familiarity with ITIL or similar service frameworks.
• Ability to work independently and with teams.
• Strong analytical and multitasking under pressure.
• Proficiency with remote-support tools.

🎁 Benefits

• Medical, Dental & Vision Coverage.
• Life Insurance.
• 401(k) with company match.
• You Pick a Day paid holiday.
• FSA & HSA options.
• Pet Insurance.
• Full benefits overview at dyopath.com/careers.