Service Desk Analyst I

at  DYOPATH

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.
At DYOPATH, we’re excited to have been awarded “Great Place to Work” three years in a row! What makes us so great? Our people – we drive DYOPATH’s award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!
We are currently hiring a remote Service Desk Analyst in the Nashville, TN area!

JOB SUMMARY:

As a Service Desk Analyst, you will provide exceptional phone and email support to our customers experiencing IT related issues and services. You’ll reference and maintain existing or establish instructions and guidelines to perform the functions of the job. You will ensure excellent service standards and maintain high customer satisfaction with your excellent communication skills and positive attitude!

REQUIRED SKILLS:

• Experience supporting and administration of VPN clients
• Office 365
• Basic understanding of SharePoint
• Demonstrate success supporting clients remotely via phone, remote control tools
• Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
• Experience supporting Windows 10/11, MS Office, including Office 365
• Excellent communication, interpersonal and critical thinking skills - previous experience supporting Executives (VIP “white glove” support)

At DYOPATH, we offer top-notch benefits that helped us earn our “Great Place to Work” certificate! Here’s what we offer:

• Medical, Dental, Prescription, Vision, Life and Disability Insurance
• Flexible Spending Account (FSA) as well as Health Savings Account (HSA)
• Employee Assistance Program and Comprehensive Wellness Program
• 401 (k) Retirement Savings Plan with company match
• PTO - Paid Holidays and Vacation Time
• Continuous Learning and Development Programs
• Employee Referral Programs
• Pet Insurance plans
• Growth opportunities

Don’t hesitate – this position won’t be available long! Join our creative and innovative team. Apply today!

• Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
• Windows 10 troubleshooting and operations
• Outlook/email troubleshooting - O365
• Basic Networking troubleshooting - identify root cause
• Mobile phone support
• Supports the team process and participates on cross-functional teams
• Respond to network and server alerts to ensure maximum up time of identified devices
• Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
• Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
• Analyzes and recommends alternative solutions to meet customer needs
• May be required to take after-hours on call support as necessary
• Complete other duties as assigned