Offer summary

Qualifications:

High school diploma or equivalent required; associate or bachelor’s degree in computer science or related field preferred., 1-2 years of experience in a technical support role, preferably in a service desk environment., Strong customer service skills and ability to communicate technical information to non-technical users., Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting..

Key responsibilities:

Responding to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.

Logging all service desk interactions in the ticketing system and escalating issues to the appropriate team or individual.

Providing first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.

Conducting follow-up activities with customers or employees to ensure satisfaction with the service provided.

Job description

At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our 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 not just another IT company – we’re a people-first organization committed to building a collaborative, creative, and inclusive work culture. We’ve been recognized as a Great Place to Work for four years running, and we want YOU to be part of our award-winning team!

Why DYOPATH?

People-First Culture: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
Do the Right Thing: Integrity and honesty are at our core. You'll be part of a team that embraces accountability and always strives to do what's right.
Amazing Benefits:
- Medical, Dental, Vision, and Life Insurance
- 401(k) with company match
- Paid Time Off
- Paid Holidays
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Pet Insurance (because we know pets are family too!)
- And more! Check out our full benefits available at https://dyopath.com/careers/

What We’re Looking For: remote Service Desk Level 1 Analyst (3rd shift)

We're seeking a remote Service Desk Level 1 Analyst! As a Service Desk Level 1 Analyst at DYOPATH, you'll be the first point of contact for customers or employees seeking technical support. You'll handle phone calls, emails, and chat messages, addressing IT-related issues with professionalism and efficiency. You'll work closely with other IT staff to ensure timely resolution of issues and provide exceptional service.

And yes, you’ll be doing all this while having fun, working in a culture that’s all about teamwork, mutual respect, and making sure you feel appreciated!

The Details:

Location: Remote
Shift: 3rd shift, Sat- Wed (Thursday & Friday off), 12:30 AM - 9:00 AM EST
Pay: $20/h

What You'll Be Doing:

Your day-to-day responsibilities will include:

Responding to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
Logging all service desk interactions in the ticketing system and escalating issues to the appropriate team or individual.
Providing first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
Resolving technical issues when possible and escalating to appropriate support teams when necessary.
Ensuring timely and accurate resolution of all service desk issues.
Conducting follow-up activities with customers or employees to ensure satisfaction with the service provided.
Continuously improving technical skills and knowledge through training, certification, and self-directed learning.
Participating in special projects as assigned.

Education Qualifications:

High school diploma or equivalent required; associate or bachelor’s degree in computer science or related field preferred

Minimum Knowledge, Skills, and Abilities Qualifications:
To be successful in this role, you should have:

1-2 years of experience in a technical support role, preferably 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 basic network troubleshooting
Knowledge of ITIL or similar service management frameworks a plus
Ability to work independently and as part of a team, with a focus on delivering exceptional customer service.
Excellent problem-solving and analytical skills
Ability to manage multiple tasks simultaneously and prioritize workload effectively.

Ready to make a difference with your technical skills and passion for customer service? Apply now to join our dynamic team at DYOPATH and help us empower organizations with innovative IT solutions!

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.

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