Service Desk Level 1 Analyst (3rd Shift)

Join DYOPATH as a Service Desk Level 1 Analyst

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

Why You'll Love Working Here

• Purpose with Passion - Join a company whose L.O.V.E. philosophy 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, with the same dedication to supporting each other.
• Fun & Respectful Teamwork - A collaborative, upbeat environment where achievements are celebrated.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA and HSA options
• Pet insurance
• Additional benefits available

Role Overview

• Location: Remote (US)
• Schedule: 3rd Shift (11:30 p.m. to 7:30 a.m. CST), Tuesday through Saturday
• Pay Rate: $20.00/hour + $0.40 overnight differential

Your Mission as a Service Desk Level 1 Analyst

The Service Desk Level 1 Analyst serves as the first point of contact for users seeking technical assistance. This role provides Help Desk and IT Support services, resolves technical issues, documents incidents, and escalates complex problems when necessary.

Responsibilities

• 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 desktops, laptops, printers, mobile devices, software, Microsoft 365, Active Directory account access, password resets, 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 a related field preferred
• Relevant certifications (or pursuing):
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals

Experience & Skills

• 1-2 years of experience in a technical support role, preferably in a service desk, help desk, desktop support, or IT support environment
• Strong customer service skills with the ability to explain technical information to non-technical users
• Proficiency with Microsoft Office, Windows operating systems, Microsoft 365, and basic network troubleshooting
• Experience with Active Directory account management, password resets, and user support preferred
• Knowledge of ticketing systems, incident management, and service request processes
• Basic network troubleshooting skills including TCP/IP, DNS, VPN, Wi-Fi, printers, and connectivity issues
• Knowledge of ITIL or similar frameworks is a plus