Service Desk Level 1 Analyst (mostly remote)

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 hybrid Service Desk Analyst in Nashville, TN!

JOB SUMMARY:

The Service Desk Analyst provides exceptional phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

REQUIRED SKILLS:

• Experience supporting and administration of VPN clients
• Office 365
• Windows 10 troubleshooting
• 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 with Azure AD and/or Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
• Solid familiarity supporting multi-function printers remotely

• 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
• SharePoint experience - navigation experience and basic understanding on how to use SharePoint
• Active Directory administration
• Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
• Supports the team process and participates on cross-functional teams
• Understand and implement security best practices and work with security specialists to minimize vulnerabilities
• Respond to network and server alerts to ensure maximum up time of identified devices
• Understand and comply with all contractual SLAs, policies and procedures
• 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
• Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
• Create and maintain documentation to build knowledge and provide training when necessary
• May be required to take after-hours on call support as necessary
• Complete other duties as assigned