Service Desk Level 1 Analyst

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 thrilled that we’ve been recognized as a “Great Place to Work” for four consecutive years! What’s the secret to our success? It’s our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.

At DYOPATH, we believe:

• You deserve to grow and feel empowered in your role.
• A fun, diverse environment allows you to bring your authentic self to work every day.
• Maintaining a healthy work-life balance is essential to our positive culture.

We can’t wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!
We are currently hiring an onsite Service Desk Level 1 Analyst!! As the Service Desk Level 1 Analyst, you will provide technical support to customers or employees in need of assistance with IT-related issues or problems. You will be responsible for answering phone calls, emails, and chat messages and addressing technical issues promptly and professionally. You will work closely with other IT staff to escalate and resolve issues that cannot be resolved at the first level.

WHAT SKILLS AND CERTIFICATIONS WILL YOU BE BRINGING TO THE POSITION?

• Experience supporting and administration of VPN clients
• Excellent customer service skills
• Windows 10 and 11 troubleshooting
• Basic understanding of SharePoint
• Two years experience using ticketing software such as ServiceNow
• High school diploma, college graduates preferred

At DYOPATH, we take pride in offering top-notch benefits that have earned us the “Great Place to Work” certification! Here’s what you can expect:

• Medical, Dental, Prescription, Vision, Life, and Disability Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Employee Assistance Program and Comprehensive Wellness Program
• 401(k) Retirement Savings Plan with company match
• Paid Time Off, including Holidays and Vacation
• Ongoing Learning and Development Opportunities
• Employee Referral Program
• Pet Insurance Plans
• Opportunities for Growth

• Providing exceptional phone and email support to our customers experiencing IT-related issues and services
• Ensuring excellent service standards and maintaining high customer satisfaction
• Windows 10 and 11 troubleshooting and operations
• Performing 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
• Using Active Directory administration
• Analyzing and recommending alternative solutions to meet the customer needs
• Mobile Phone Support