DYOPATH

Analyst

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Service Desk Level 1 Analyst – 3rd Shift

Manager

• Serve as the primary technical point of contact and client liaison, owning the end‑to‑end technical partnership between DYOPATH and assigned customers.
• Perform comprehensive discovery of client environments during onboarding to ensure a complete understanding of infrastructure, systems, and risks.
• Develop strategic technology recommendations that advance IT maturity and support long‑term business objectives.
• Provide expert guidance on technologies and managed services that help clients gain a competitive advantage.
• Collaborate across DYOPATH departments to address service requests, escalations, billing concerns, and relationship matters.
• Partner closely with Account Management and Solution Engineering to scope opportunities and participate in technical discovery and planning calls.
• Manage service levels through ongoing collaboration, feedback, and identification of training or improvement opportunities.
• Conduct regular risk assessments, helping clients identify, prioritize, and mitigate technology risks.
• Own and manage escalations and quality incidents, including root cause analysis and corrective action planning.
• Act as the key technical contact during major incident and problem management events.
• Ensure DYOPATH delivers agreed‑upon value, metrics, and outcomes—and that customer perception aligns with performance data.
• Resolve complaints proactively and track all processes related to client satisfaction and expectations.
• Maintain a structured cadence of onsite visits, remote check‑ins, and internal alignment meetings with DYOPATH stakeholders.

Client Technology Manager

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
• Troubleshoot and resolve complex incidents, escalating when appropriate
• Identify and resolve underlying problems affecting IT systems and services
• Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
• Ensure timely and accurate resolution of all technical issues
• Conduct follow‑up with customers or employees to support satisfaction and continuity
• Continue building your technical skill set through training, certification, and self‑directed learning
• Participate in special projects that enhance service delivery and IT operations

Service Desk Level II Analyst

• Be the first point of contact for technical support via phone, email, and chat.
• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
• Log all interactions in the ticketing system and escalate when needed.
• Ensure timely and accurate resolution of issues while delivering exceptional customer service.
• Follow up with users to confirm satisfaction.
• Invest in yourself: pursue training, certifications, and ongoing learning.
• Participate in special projects that enhance service delivery.

Service Desk Level 1 Analyst

Accounting Manager

• Oversee day‑to‑day accounting operations while performing core accounting functions, including month‑end close, journal entries, and reconciliations.
• Review team deliverables for accuracy and timeliness.
• Support audits and tax compliance.
• Partner closely with finance leadership to improve processes and internal controls.
• Provide day‑to‑day oversight, coaching, and development of accounting staff.
• Maintain the monthly close calendar and checklist to ensure timely close.
• Prepare and review monthly financial statements and department‑level reporting.
• Support third‑party tax preparers and respond to audit and tax inquiries.
• Identify and drive opportunities for process improvements and standardization.

Accounting Supervisor

Security Engineer

• Serve as a trusted advisor to client organizations, leading development and execution of cybersecurity strategies tailored to business objectives.
• Provide governance, direct incident response, optimize security architecture, and strengthen enterprise resilience through a risk-driven, business-aligned approach.
• Lead the creation, refinement, and execution of incident response plans, including investigations and breach remediation.
• Develop and oversee holistic security strategies, policies, and governance frameworks.
• Evaluate and mitigate risks to ensure confidentiality, integrity, and availability of critical systems and data.
• Build security programs that align with industry regulations, compliance requirements, and organizational goals.
• Deliver executive-level guidance and communicate complex security concepts in business terms.
• Drive security awareness programs that promote a culture of proactive risk management.
• Manage third-party vendor risk and ensure secure supply-chain operations.
• Present regular updates to senior leadership regarding risk, incidents, and overall security posture.
• Partner with IT, architecture, and business leaders to integrate security into enterprise design and operations.
• Monitor emerging threats, technologies, and regulatory requirements to continuously refine security strategy.

Virtual Chief Information Security Officer – vCISO

Network Operations

• Detect and respond to security threats across network, systems, and cloud environments.
• Troubleshoot and resolve complex technical issues, performing root cause analysis to prevent future incidents.
• Act as an escalation point for unresolved alerts/issues.
• Mentor SNOC Engineer I team members and assist with technical development.
• Create and improve Standard Operating Procedures (SOPs) and knowledge base documentation.
• Collaborate on projects to integrate new technologies and improve reliability.
• Support compliance initiatives (CMMC, SOC 2, ISO 27001).
• Investigates and responds to complex security alerts (lateral movement, privilege misuse).
• Performs root cause analysis and recommends remediation actions.
• Maintains and tunes SIEM and EDR detections to improve accuracy.
• Supports proactive security initiatives (threat hunting, detection engineering).
• Mentors Engineer I in effective triage and investigative techniques.
• Collaborates with clients and internal teams on remediation plans.