Desktop Support Analyst II

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 Lebanon, NH!As a Desktop Support Analyst II, you will oversee and maintain the working order of computer hardware and software systems associated with each endpoint in the client's domain. You will assist end users in resolving technical issues concerning customer's accounts, computer hardware, or company software. You'll be required to handle more advanced issues/tasks. This position requires a highly detail-oriented individual with excellent written and oral communication skills.What is the location, shift, and pay of the Desktop Support Analyst II?Location: Lebanon, NH 03766Shift: Monday - Friday 8:00am - 5:00pm EDTPay: $29/hEssential Functions and Responsibilities:Analyze the user requests and incidentsOrganize meetings with users to discuss resolution with incidents that occurProvide technical support including: installation, deployment, and maintenance of company PCs, laptops, software, scanners, printer problems and various peripheralsSupporting 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 softwareCreate, receive, and resolve end user incidents. tasks, and requests while maintaining response and resolution of contracted SLAsOrder parts as needed for asset hardware maintenance and repair to resolve tasks and incidentsCreate, Edit, and Maintain knowledge-base articlesPerforming updates: Microsoft security patches,anti-virus signature file, and other software/application updatesTroubleshoot incidents, reports, or processes to resolve errorsDocument process requirements; write clear procedures and instructional manuals to build out self-service capabilitiesOther Duties as AssignedWhat skills and certifications will you be bringing to the position?Familiarity with change management (ITIL)Be able to perform RCAComputer hardware troubleshooting proficiency level: Intermediate-AdvancedSoftware troubleshooting proficiency level: Intermediate-AdvancedSharePoint experience (O365 preferred)Working knowledge of MS O365 SuiteDemonstrated ability to communicate orally and in writingDemonstrate good judgment to support the clients with technical advice and problem resolutionPerform other related duties as necessaryAbility to work with teamCapability to prioritize workload and meet deadlinesAt 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 InsuranceFlexible Spending Account (FSA) as well as Health Savings Account (HSA)Employee Assistance Program and Comprehensive Wellness Program401 (k) Retirement Savings Plan with company matchPTO - Paid Holidays and Vacation TimeContinuous Learning and Development Programs Employee Referral ProgramsPet Insurance plans Growth opportunitiesDon't hesitate – this position won't be available long! Join our creative and innovative team. Apply today!Equal Opportunity EmployerDYOPATH 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.