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Desktop Support Analyst Ii

4 months ago

Houston, United States DYOPATH Full time

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 an **onsite Desktop Support Analyst II** in Houston, TX

**Shift/Pay/Location**
- Monday - Friday, 8:00am - 5:00pm
- $28/h
- Houston, TX 77056

The Desktop Support Analyst II will oversee and maintain the working order of computer hardware and software systems associated with each endpoint in the client's domain. They will assist end users in resolving technical issues concerning customer's accounts, computer hardware or company software. DSA IIs will be required to handle issues/tasks that are more advanced. This position requires a highly detail-oriented individual with excellent written and oral communication skills.

**Essential Functions and Responsibilities**

**Hardware and Software Analysis**:

- Analyze the user requests and incidents
- Organize meetings with users to discuss resolution with incidents that occur.
- Providing technical support including:

- Installation, Deployment, and Maintenance of company PCs, laptops, software, scanners, printer problems and various peripherals.
- Supporting internal customers by troubleshooting software and hardware issues either face to face, over the phone, or through Chat software.
- Track progress of incidents and tasks by utilizing internal or client ticketing software
- Create, receive, and resolve end-user incidents. tasks, and requests while maintaining response and resolution of contracted SLAs
- Order parts as needed for asset hardware maintenance and repair to resolve tasks and incidents
- Create, Edit, and Maintain knowledge-base articles
- Act as a point of contact for 3rd party vendors and technicians
- Assists and/or mentors Level I and Associate DSAs as needed.
- Troubleshoot incidents, reports, or processes to resolve errors
- Document process requirements: Write clear procedures and instructional manuals to build out self-service capabilities

**Essential Skills**:

- Familiarity with change management (ITIL)
- Be able to perform RCA
- Computer hardware troubleshooting proficiency level: Intermediate-Advanced
- Software troubleshooting proficiency level: Intermediate-Advanced
- SharePoint experience (O365 preferred)
- Working knowledge of MS O365 Suite
- Demonstrated ability to communicate orally and in writing
- Demonstrate good judgment to support the clients with technical advice and problem resolution
- Perform other related duties as necessary
- Ability to work with team

**Minimum Required Education and/or Experience Requirements**:

- Bachelor's Degree in computer science, IT, or another comparable field or four years of comparable work experience
- A+ Certified

**Preferred Education and/or Experience Requirements**
- Net+ Certified, preferred
- Experience in a desktop support analyst I role is preferred

**Benefits**
- Medical, Dental, Prescription, Vision, Life and Disability Insurance
- Flexible Spending Account (FSA) as well as Health Savings Account (HSA) - _save money pre-tax for eligible medical expenses_
- Employee Assistance Program and Comprehensive Wellness Program
- 401 (k) Retirement Savings Plan with company match
- PTO - Paid Holidays and Vacation Time - _encouraging work-life balance_
- Continuous Learning and Development Programs
- Employee Referral Programs
- Pet Insurance plans
- Bonus Incentive Programs
- Growth opportunities

**Equal Opportunity Employer