Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Network Troubleshooting Help Desk Support Microsoft Operating Systems Incident Management Telephony Laptop Troubleshooting Device Management IT Service Management Continuous Training

Other Skills

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

Roles & Responsibilities

High school diploma or equivalent; associate or bachelor’s degree in computer science or related field preferred.
Professional IT certifications (HDI-SCA, ITIL Foundation, Microsoft 365 Fundamentals) or actively pursuing them.
6 months to 1 year of experience in a technical support or service desk role.
Strong customer service skills with the ability to explain technical solutions clearly; experience with NICE or VoIP phone systems; proficiency in Windows OS, Microsoft Office, and basic network troubleshooting; familiarity with ITIL is a plus.

Requirements:

Serve as the first point of contact for technical support via phone, email, and chat.
Troubleshoot and resolve issues across desktops, laptops, printers, mobile devices, software, and networks.
Log all interactions in the ticketing system and escalate appropriately; ensure timely resolution and follow up with users to confirm satisfaction.
Pursue ongoing learning and participate in special projects to enhance service delivery.

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.

Founded: 2018

Company size: 501 - 1000

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Job description

Join DYOPATH as a Service Desk Level 1 Analyst

Are you passionate about helping people solve tech challenges and keeping their day running smoothly?

DYOPATH is looking for a Service Desk Level 1 Analyst who loves problem-solving, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.

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 ongoing development.

Award-Winning Culture – Known for outstanding IT service, we bring the same dedication internally: toward each other.

Fun & Respectful Teamwork – Collaborative, upbeat environments where achievements are celebrated!

Awesome 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
Schedule: 1st Shift (Flexible start time)
Pay Rate: 15,000 MXN

Your Mission as a Service Desk Level 1 Analyst

Be the first point of contact for technical support via phone, email, and chat.
Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
Log all interactions in the ticketing system and escalate when needed.
Ensure timely and accurate resolution of issues while delivering exceptional customer service.
Follow up with users to confirm satisfaction.
Invest in yourself: pursue training, certifications, and ongoing learning.
Participate in special projects that enhance service delivery.

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.
Professional certifications (or working toward):
- HDI Support Center Analyst (HDI-SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals

Experience & Skills

6 months to 1 year in a technical support role, preferably in a service desk environment.
Strong customer service skills with the ability to explain technical solutions clearly.
Experience with NICE, VoIP or similar phone systems.
Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
Familiarity with ITIL or similar service frameworks a plus.
Ability to work independently and collaboratively.
Excellent problem-solving and multitasking skills.

Why This Role Rocks

As a Service Desk Level 1 Analyst, you’ll be the hero who keeps users productive and happy. You’ll learn, grow, and become a vital part of a team that values your contributions and invests in your future.

Ready to Kickstart Your IT Career?
If you’re excited to make a real difference and love solving tech puzzles in a team-first culture, DYOPATH wants 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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