DYOPATH

Service Desk Analyst, Level 1

DYOPATH

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $20 per hour

Job Level

Junior

About the role

  • 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

Requirements

  • High school diploma or equivalent required
  • Associate or bachelor’s degree in computer science or related field preferred
  • Relevant certifications (or pursuing):
  • HDI Support Center Analyst (HDI‑SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals
  • 1–2 years of experience in a technical support role, preferably in a service desk environment
  • Strong customer service skills with the ability to explain technical information to non‑technical users
  • Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
  • Knowledge of ITIL or similar frameworks is a plus
  • Ability to work independently and as part of a team
  • Excellent problem‑solving and analytical abilities
  • Ability to manage multiple tasks and prioritize effectively
Benefits
  • Medical, dental, and vision coverage
  • Life insurance
  • 401(k) with company match
  • “You Pick a Day” paid holiday
  • FSA and HSA options
  • Pet insurance
  • Additional benefits available
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportnetwork troubleshootingproblem-solvinganalytical abilitiesservice desk interactionsfirst-level supportdesktop supportlaptop supportprinter supportmobile device support
Soft Skills
customer servicecommunicationindependenceteamworktask managementprioritizationsatisfaction follow-uptechnical explanation
Certifications
HDI Support Center AnalystITIL FoundationMicrosoft 365 Certified: Fundamentals