Service Desk Level II Analyst
Join DYOPATH as a Service Desk Level 2 Analyst
Are you the go-to problem solver when tech issues get complicated? Do you enjoy digging deeper, mentoring others, and delivering high-quality solutions?
DYOPATH is looking for a Service Desk Level 2 Analyst who thrives on resolving complex technical challenges, supporting team growth, and ensuring an exceptional user experience.
Why You’ll Love Working Here
Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful.
Grow & Thrive – We invest in your certifications, skills, and long-term career development.
Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally.
Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together.
Role Overview
Location: Remote
Schedule: 1st Shift (8a-5p CST); Monday through Friday
Pay Rate: $24
Your Mission as a Service Desk Level 2 Analyst
Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks
Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary
Identify root causes of recurring issues and partner with IT teams to implement solutions
Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills
Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction
Conduct follow-ups with users to confirm issues are fully resolved
Continuously expand your technical expertise through certifications and hands-on learning
Contribute to special projects and initiatives to improve service delivery
What You Bring to the Team
Education & Certifications
Associate or bachelor’s degree in computer science or a related field preferred
Preferred certifications (or working toward):
HDI Support Center Analyst (HDI-SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Endpoint Administrator Associate
Experience & Skills
2–4 years of technical support experience, with at least 1 year in a service desk environment
Strong customer service skills with the ability to translate technical issues into simple terms
Advanced proficiency with:
Windows operating systems
Microsoft Office
Network troubleshooting
Experience with remote support tools and technologies
Familiarity with ITIL or similar service management frameworks
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and work both independently and collaboratively
Why This Role Rocks
Be the escalation expert solving complex technical challenges
Play a key role in improving team performance through mentoring
Make a direct impact on user productivity and experience
Gain exposure to advanced troubleshooting and cross-functional collaboration
Ready to Elevate Your IT Career?
If you’re passionate about solving advanced technical problems, mentoring others, and making a real impact, DYOPATH wants you on the team. Apply today to become our next Service Desk Level 2 Analyst!
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.