Service Desk Level 1 Analyst (Evenings)

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 (remote roles only)

Role Overview

• Location: Remote
• Schedule: 2nd Shift (2p-10:30p CST); Sunday to Thursday
• 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

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.