DYOPATH

Analyst

• Provide second-level support for technical issues including desktop, laptop, printer, mobile device, software, and network problems.
• Troubleshoot and resolve issues or escalate to appropriate support teams when necessary.
• Identify and resolve IT system problems, collaborating with other IT staff as needed.
• Guide and mentor Level 1 analysts in problem-solving and incident resolution.
• Ensure timely and accurate resolution of all service desk issues.
• Conduct follow-up activities to ensure customer satisfaction.
• Continuously improve technical skills through training, certification, and self-directed learning.
• Participate in special projects as assigned.
• Work closely with other IT staff to escalate and resolve issues and contribute to a collaborative and inclusive work culture.

Service Desk Analyst, Level 2

• Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
• Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
• Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
• Resolve technical issues when possible and escalate to appropriate support teams when necessary.
• Ensure timely and accurate resolution of all service desk issues.
• Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.
• Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
• Participate in special projects as assigned.

Service Desk Analyst, Level 1

Network Operations

• Lead as Incident Commander during major security events, coordinating cross-functional teams for containment, remediation, and recovery
• Drive identification and implementation of process improvements to enhance team efficiency and incident response times
• Lead development of internal security awareness programs and ensure team training on emerging threats and best practices
• Provide advanced expertise and escalation support for technical issues and critical incidents
• Identify risks and vulnerabilities across network, system, and cloud environments and implement mitigation strategies
• Ensure procedures, playbooks, and incident responses are documented and maintained; support compliance and audit efforts
• Manage regular testing of business continuity and disaster recovery plans
• Act as Security Program Manager for key customers, delivering client-facing briefings and ensuring regulatory requirements are met

Service Desk Analyst, Level 2

Service Desk Analyst, Level 1

SNOC Engineer, Team Lead