Service Desk Level I Analyst (Sat - Wed)

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/PayPay: $19/h-$20/h1st shift schedule: Saturday - Wednesday, 7:00am - 3:30pm CSTRemoteEssential Functions and Responsibilities:Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical supportLog all service desk interactions in the ticketing system and escalate issues to the appropriate team or individualProvide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problemsResolve technical issues when possible and escalate to appropriate support teams when necessaryEnsure timely and accurate resolution of all service desk issuesConduct follow-up activities with customers or employees to ensure satisfaction with the service providedContinuously improve technical skills and knowledge through training, certification, and self-directed learningParticipate in special projects as assignedWhat 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 preferredITIL Foundation1-2 years of experience in a technical support role, preferably in a service desk environmentStrong customer service skills, with the ability to communicate technical information to non-technical usersProficiency with Microsoft Office, Windows operating systems, and basic network troubleshootingKnowledge of ITIL or similar service management frameworks a plusAbility to work independently and as part of a team, with a focus on delivering exceptional customer serviceExcellent problem-solving and analytical skillsAbility to manage multiple tasks simultaneously and prioritize workload effectivelyAt 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. Fill out the application 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.