Service Desk Analyst, Level 1 – 3rd Shift
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Job Description
Service Desk Level 1 Analyst providing overnight first-level support for DYOPATH’s IT services. Troubleshooting user devices, software, networks, and service requests remotely.
Responsibilities:
- 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 service desk requests
- 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
- Serve as the front line of support for users and build technical expertise within DYOPATH
Requirements:
- 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
- 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
- Ability to work the 3rd shift schedule, 11:00 p.m.–7:00 a.m. CST, Wednesday to Monday
Benefits:
- Medical, dental, and vision coverage
- Life insurance
- 401(k) with company match
- “You Pick a Day” paid holiday
- FSA and HSA options
- Pet insurance
- Certifications and career development opportunities
- Training and self-directed learning
- Collaborative, upbeat, and respectful team environment
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