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 thrilled that we’ve been recognized as a “Great Place to Work” for four consecutive years! What’s the secret to our success? It’s our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.At DYOPATH, we believe:
- You deserve to grow and feel empowered in your role.
- A fun, diverse environment allows you to bring your authentic self to work every day.
- Maintaining a healthy work-life balance is essential to our positive culture.
We can’t wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!We are currently hiring an onsite Service Desk Level 2 Analyst in Manhattan!! This key role provides second-level technical support to customers or employees experiencing complex IT-related issues. You will be responsible for troubleshooting, diagnosing, and resolving incidents related to desktop, mobile, and network issues.
What is the location, shift, and pay of the Service Desk Level 2 Analyst?
- Onsite: New York, New York 10022
- Pay: $28.85/h
- Shift: 8:00am - 5:00pm, Monday - Friday
Essential Functions and Responsibilities:
- Providesecond-level support for complex technical issues related to desktops, laptops, printers, mobile devices, software, and network systems.
- Troubleshoot and resolve technical incidents; escalate unresolved issues to the appropriate internal or external support teams.
- Collaborate with other IT departments to resolve systemic IT problems and improve service delivery.
- Mentor and guide Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution.
- Ensure timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs).
- Conduct follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues.
- Continuously enhance technical expertise and industry knowledge through ongoing learning, certifications, and training.
- Contribute to special projects as assigned by the Service Desk Supervisor or other IT leadership
What skills and certifications will you be bringing to the position?
- Preferred: Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certifications:
- HDI Support Center Analyst (HDI-SCA) certification
- ITIL Foundation certification (or equivalent)
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- Experience:
- 2-4 years of experience in a technical support role, including at least 1 year in a service desk environment.
- Technical Skills:
- Proficiency with Microsoft Office Suite, Windows operating systems, and advanced network troubleshooting.
- Experience with remote support tools and technologies.
- Customer Service Skills:
- Strong ability to communicate technical information clearly to non-technical users.
- Customer-focused mindset with the ability to manage difficult situations professionally and efficiently.
- Problem-Solving:
- Excellent analytical skills with a structured approach to troubleshooting and resolution
- ITIL Knowledge:
- Familiarity with ITIL or similar service management frameworks is a plus.
- Time Management:
- Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
At DYOPATH, we take pride in offering top-notch benefits that have earned us the “Great Place to Work” certification! Here’s what you can expect:
- Medical, Dental, Prescription, Vision, Life, and Disability Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Employee Assistance Program and Comprehensive Wellness Program
- 401(k) Retirement Savings Plan with company match
- Paid Time Off, including Holidays and Vacation
- Ongoing Learning and Development Opportunities
- Employee Referral Program
- Pet Insurance Plans
- Opportunities for Growth
Join Our Team!
If you are ready to take your career to the next level and contribute to a team that values both purpose and success, we want to hear from you! Apply today to be part of DYOPATH, where your skills and passion can make a difference.
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.
