Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Network Troubleshooting Help Desk Support Microsoft Operating Systems Hardware Support Service Level Desktop Support Escalation Procedures Print Servers Client Services Device Management Microsoft Dynamics 365 Information Technology Infrastructure Library Customer Inquiries Continuous Training

Other Skills

•
Troubleshooting (Problem Solving)
•
Microsoft Office
•
Analytical Skills
•
Multitasking
•
Teamwork
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Customer Service
•
Prioritization
•
Problem Solving

Roles & Responsibilities

High school diploma or equivalent required
Associate or bachelor's degree in computer science or related field preferred
HDI Support Center Analyst (HDI-SCA) certification (or pursuing)
ITIL Foundation certification

Requirements:

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

DYOPATH

About DYOPATH

DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions that are grounded in accountability resulting in exceptional customer service. With locations in Houston, TX and Chicago, IL, we help our clients focus on what they do best by providing unparalleled support and services. Rob Koch, CEO of Single Path (founded 2003) and Chuck Orrico, CEO of DYONYX (founded 1996) created the opportunity to drive more value in the organizations they created by merging to form DYOPATH on March 1, 2020. By bringing together two industry leaders, the merger created one of the largest privately held MSPs in the US today. DYOPATH helps organizations across all industries manage their risk, technology and people more effectively with an unparalleled delivery of exceptional customer service. The combined company has an enhanced scale and an even stronger position in the fast-growing MSP and MSSP (managed security service provider) marketplaces. We work with the single purpose of helping our clients combat the ongoing increase of cyber threats, the growth in more complex IT environments and the ever-increasing human capital shortages. No matter the industry, from education and energy to federal agencies, we are here to help our clients use the power of our “business first” approach, resulting in efficiency gains. DYOPATH has a US based Network Operations Center (NOC) and Service Desk. DYOPATH – through its origins under Single Path and DYONYX, has been serving clients since 1996. We place emphasis on exceptional customer service, which has resulted in high client retention and long-term client relationships. We also have best-in-class client satisfaction scores that are consistently well above industry standards. DYOPATH'S belief in long-term relationships and our dedication to solving our clients’ biggest challenges remain the cornerstone of our 24-year longevity.

Company type: SME

Founded: 2018

Company size: 501 - 1000

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Job description

Join DYOPATH as a Service Desk Level 1 Analyst

Are you energized by solving technical puzzles and helping people stay connected and productive?

DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support.

Why You’ll Love Working Here

Purpose with Passion
Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact.
Grow & Thrive
From certifications to career paths, DYOPATH invests in your development.
Award-Winning Culture
Recognized for outstanding IT service—and we bring that same dedication to supporting each other.
Fun & Respectful Teamwork
A collaborative, upbeat environment where achievements are celebrated.

Benefits

Savings / Monthly 13% cap
Pantry Vouchers 9% deposited every month
Christmas Bonus: 25 days of your daily income
Vacations - 12 days after the first year
Anniversary Bonus - 10 days of base salary
Vacation Premium – 40% first year
Major Medical Insurance covers you and your immediate family
Life Insurance
Quarterly Bonus
Marriage or Bereavement Time off
Maternity/Paternity Time off
Ergonomic Chair
250 pesos monthly stipend for internet and electricity

Role Overview

Location: Remote (Mexico)
Schedule: Flexible Shift (2a-7p PST); Monday through Friday
Pay Rate: 17,000 MXN

Your Mission as a Service Desk Level 1 Analyst

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

What You Bring to the Team

Education & Certifications

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
- CompTIA A+

Experience & Skills

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

Why This Role Stands Out

As a Service Desk Level 1 Analyst, you will be the front line of support—helping users resolve issues quickly, building your technical expertise, and growing your IT career within a supportive and mission‑driven organization. You’ll work with a dedicated team and gain valuable experience that paves the way for future advancement.

Ready to Start Your IT Career?

If you're excited to learn, solve technical challenges, and deliver great service in a people‑first culture, DYOPATH wants to meet you. Apply now to become our next Service Desk Level 1 Analyst.

This role is open to applicants in Mexico only.

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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