Service Desk Analyst II

DYOPATH is a dynamic, forward-thinking Managed Service Provider (MSP) dedicated to empowering organizations with reliable and innovative IT solutions. Guided by core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.

 

AT DYOPATH, we're thrilled that we’ve been recognized as a “Great Place to Work” for four consecutive years! What’s the secret to our success? It’s our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.

At DYOPATH, we believe:

• You deserve to grow and feel empowered in your role.
• A fun, diverse environment allows you to bring your authentic self to work every day.
• Maintaining a healthy work-life balance is essential to our positive culture.

We can’t wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!

We are currently hiring an onsite Service Desk Level 2 Analyst in Manhattan!!   This key role provides second-level technical support to customers or employees experiencing complex IT-related issues. You will be responsible for troubleshooting, diagnosing, and resolving incidents related to desktop, mobile, and network issues.  

What is the location, shift, and pay of the Service Desk Level 2 Analyst?

• Onsite: New York, New York 10022
• Pay: $28.85/h
• Shift:  8:00am - 5:00pm, Monday - Friday

Essential Functions and Responsibilities:

• Provide second-level support for complex technical issues related to desktops, laptops, printers, mobile devices, software, and network systems.
• Troubleshoot and resolve technical incidents; escalate unresolved issues to the appropriate internal or external support teams.
• Collaborate with other IT departments to resolve systemic IT problems and improve service delivery.
• Mentor and guide Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution.
• Ensure timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs).
• Conduct follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues.
• Continuously enhance technical expertise and industry knowledge through ongoing learning, certifications, and training.
• Contribute to special projects as assigned by the Service Desk Supervisor or other IT leadership

What skills and certifications will you be bringing to the position?

• Preferred: Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Preferred Certifications:
  • HDI Support Center Analyst (HDI-SCA) certification
  • ITIL Foundation certification (or equivalent)
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Endpoint Administrator Associate
• Experience:
  • 2-4 years of experience in a technical support role, including at least 1 year in a service desk environment.
• Technical Skills:
  • Proficiency with Microsoft Office Suite, Windows operating systems, and advanced network troubleshooting.
  • Experience with remote support tools and technologies.
• Customer Service Skills:
  • Strong ability to communicate technical information clearly to non-technical users.
  • Customer-focused mindset with the ability to manage difficult situations professionally and efficiently.
• Problem-Solving:
  • Excellent analytical skills with a structured approach to troubleshooting and resolution
• ITIL Knowledge:
  • Familiarity with ITIL or similar service management frameworks is a plus.
• Time Management:
  • Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.

At DYOPATH, we take pride in offering top-notch benefits that have earned us the “Great Place to Work” certification! Here’s what you can expect:

• Medical, Dental, Prescription, Vision, Life, and Disability Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Employee Assistance Program and Comprehensive Wellness Program
• 401(k) Retirement Savings Plan with company match