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Service Desk Level I Analyst

2 months ago

Schaumburg, United States DYOPATH Full time
Job DescriptionJob Description

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

At DYOPATH, we're excited to have been awarded "Great Place to Work" three years in a row What makes us so great? Our people – we drive DYOPATH's award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

  • You should be able to grow and feel empowered at work.
  • You should have fun in a diversified environment and bring your true self to work daily.
  • Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH

We are currently hiring a remote Service Desk Level I Analyst

Location/Shift/Pay

  • Pay: $19/h-$20/h
  • 1st shift schedule: Saturday - Wednesday, 7:00am - 3:30pm CST
  • Remote

Essential Functions and Responsibilities:

  • Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support
  • Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual
  • Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems
  • Resolve technical issues when possible and escalate to appropriate support teams when necessary
  • Ensure timely and accurate resolution of all service desk issues
  • Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided
  • Continuously improve technical skills and knowledge through training, certification, and self-directed learning
  • Participate in special projects as assigned

What skills and certifications will you be bringing to the position?

  • High school diploma or equivalent required; Associate or bachelor's degree in computer science or related field preferred
  • ITIL Foundation
  • 1-2 years of experience in a technical support role, preferably in a service desk environment
  • Strong customer service skills, with the ability to communicate technical information to non-technical users
  • Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
  • Knowledge of ITIL or similar service management frameworks a plus
  • Ability to work independently and as part of a team, with a focus on delivering exceptional customer service
  • Excellent problem-solving and analytical skills
  • Ability to manage multiple tasks simultaneously and prioritize workload effectively

At DYOPATH, we offer top-notch benefits that helped us earn our "Great Place to Work" certificate Here's what we offer:

  • Medical, Dental, Prescription, Vision, Life and Disability Insurance
  • Flexible Spending Account (FSA) as well as Health Savings Account (HSA)
  • Employee Assistance Program and Comprehensive Wellness Program
  • 401 (k) Retirement Savings Plan with company match
  • PTO - Paid Holidays and Vacation Time
  • Continuous Learning and Development Programs
  • Employee Referral Programs
  • Pet Insurance plans
  • Growth opportunities

Don't hesitate – this position won't be available long Join our creative and innovative team. Fill out the application today

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.