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Service Desk Level 1 Analyst (Mexico)

DYOPATH

Role overview

Qualifications

  • High School Diploma or equivalent required.
  • 1-2 years of experience in a technical support or service desk environment.
  • Strong customer service and communication skills.
  • Basic understanding of networking concepts and connectivity troubleshooting.

Responsibilities

  • Provide first-level technical support via phone, email, and chat.
  • Troubleshoot issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity.
  • Document incidents, service requests, and resolutions within the ticketing system.
  • Follow up with users to ensure issues have been fully resolved.

Key facts

Hard skills

Microsoft Operating Systems Microsoft Networking Microsoft 365

Other skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Problem Solving
  • Microsoft Office
  • Communication
  • Teamwork
  • Time Management
  • Analytical Skills

About the company

DYOPATH logo

DYOPATH

IT Infrastructure & Managed Services

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 details

Company typeSME
IndustryIT Infrastructure & Managed Services
Company size501 - 1000

Links

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Job description

 

 

Join DYOPATH as a Service Desk Level 1 Analyst

Are you passionate about helping people solve technical challenges and keeping businesses running smoothly? DYOPATH is seeking a customer-focused Service Desk Level 1 Analyst who thrives in a fast-paced environment, enjoys troubleshooting technology issues, and is committed to delivering an exceptional support experience.

Why You'll Love Working Here

  • Purpose with Passion- Join a company built on our L.O.V.E. philosophy, Living Our Values Every Day. At DYOPATH, you'll have the opportunity to make a meaningful impact while helping clients succeed.
  • Grow & Thrive- We invest in your future through training, certifications, career development opportunities, and clear growth paths within the organization.
  • Award-Winning Culture- Our reputation for delivering exceptional IT services starts with our people. We foster a supportive, collaborative environment where everyone can thrive.
  • Fun & Respectful Teamwork- Work alongside talented teammates who celebrate successes, support one another, and believe in creating a positive work environment.

Benefits

  • Savings Fund: 13% Company Contribution
  • Pantry Vouchers: 9% Monthly
  • Christmas Bonus: 25 Days
  • Vacation: 12 Days After First Year
  • Vacation Premium: 40%
  • Anniversary Bonus: 10 Days Base Salary
  • Major Medical Insurance for Employee and Immediate Family
  • Life Insurance
  • Quarterly Performance Bonus
  • Marriage and Bereavement Leave
  • Maternity and Paternity Leave
  • Ergonomic Chair Provided
  • Monthly Internet and Electricity Stipend (250 MXN)

Role Overview

  • Location: Remote (Mexico)
  • Schedule: 3rd Shift (Fridays & Mondays 9:30p-6a and Saturday & Sunday, 5:30p-6a)
  • Salary: 14,000 MXN Monthly

Your Mission as a Service Desk Level 1 Analyst

The Service Desk Level 1 Analyst serves as the first point of contact for end users seeking technical assistance and plays a critical role in maintaining a positive customer experience while resolving IT issues efficiently. 

As a Service Desk Level 1 Analyst, you will:

  • Provide first-level technical support via phone, email, and chat.
  • Troubleshoot issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity.
  • Document incidents, service requests, and resolutions within the ticketing system.
  • Escalate issues appropriately when additional expertise is required.
  • Deliver timely and accurate resolutions while maintaining excellent customer satisfaction.
  • Follow up with users to ensure issues have been fully resolved.
  • Participate in training and professional development opportunities.
  • Support special projects and initiatives that improve service delivery and operational effectiveness.

What You Bring to the Team

Education & Certifications

  • High School Diploma or equivalent required.
  • Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
  • Certifications or progress toward certifications such as:
    • HDI Support Center Analyst (HDI-SCA)
    • ITIL Foundation
    • Microsoft 365 Certified: Fundamentals

Experience & Skills

  • 1-2 years of experience in a technical support or service desk environment.
  • Strong customer service and communication skills.
  • Experience troubleshooting Windows operating systems and Microsoft Office applications.
  • Basic understanding of networking concepts and connectivity troubleshooting.
  • Familiarity with ITIL or other service management frameworks preferred.
  • Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
  • Excellent analytical and problem-solving skills.
  • Ability to work independently and as part of a collaborative team.

A successful Service Desk Level 1 Analyst demonstrates strong troubleshooting abilities, technical curiosity, professionalism, and a passion for helping users resolve technology challenges.

Why This Service Desk Level 1 Analyst Role Rocks

This Service Desk Level 1 Analyst opportunity is ideal for individuals looking to grow their IT career while gaining hands-on experience supporting a wide range of technologies. You'll develop valuable technical skills, work with experienced professionals, and contribute to a team that values learning, collaboration, and continuous improvement.

As a Service Desk Level 1 Analyst, you'll play an important role in keeping users productive, minimizing downtime, and delivering an outstanding support experience every day.

Ready to Launch Your IT Career?

If you're excited about technology, enjoy helping people, and want to grow with a company that invests in its employees, apply today to become our next Service Desk Level 1 Analyst.

This Service Desk Level 1 Analyst position is open to applicants located 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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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
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