DYOPATH

Service Desk Level II Analyst

DYOPATH

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 per hour

About the role

  • 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

Requirements

  • 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
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • 2–4 years of experience in technical support, with at least 1 year in a service desk environment
  • Strong customer service and communication skills, able to explain technical concepts clearly
  • Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
  • Familiarity with ITIL or similar service management frameworks is a plus
  • Ability to work independently and collaboratively to deliver exceptional service
  • Excellent problem‑solving and analytical skills
  • Ability to manage multiple tasks simultaneously and prioritize effectively
  • Experience with remote support tools and technologies
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 troubleshootingincident resolutionproblem-solvinganalytical skillsservice desk experienceMicrosoft OfficeWindows operating systemsremote support tools
Soft Skills
customer servicecommunication skillsmentoringcollaborationtime managementtask prioritization
Certifications
HDI Support Center AnalystITIL FoundationMicrosoft 365 Certified: FundamentalsMicrosoft 365 Certified: Endpoint Administrator Associate