Job Description
Job Description
Join DYOPATH as a Service Desk Level 2 Analyst, where you'll provide technical support to customers dealing with complex IT issues that cannot be resolved by the Level 1 team. You'll troubleshoot, resolve incidents, and mentor Level 1 analysts, working closely with other IT staff to escalate and resolve issues, all while contributing to our collaborative and inclusive work culture. This is a remote position, and you can work anywhere in the USA and be paid 20.00 an hour.
Responsibilities:
- 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.
Required Skills:
- Associate or bachelor's degree in computer science or related field preferred.
- HDI Support Center Analyst (HDI-SCA) certification.
- ITIL Foundation certification.
- Microsoft 365 Certified: Fundamentals and Endpoint Administrator Associate.
- 2-4 years of experience in a technical support role, with at least 1 year in a service desk environment.
- Strong customer service skills with the ability to communicate technical information to non-technical users.
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
- Ability to work independently and as part of a team, focusing on exceptional customer service delivery.
- Excellent problem-solving and analytical skills.
- Ability to manage multiple tasks simultaneously and prioritize workload effectively.
- Experience with remote support tools and technologies.
Equal Opportunity Employer
DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.