At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.
Join the DYOPATH Team as a Desktop Support Analyst I in Rockford, IL!
At DYOPATH, we're not just another IT company – we’re a people-first organization committed to building a collaborative, creative, and inclusive work culture. We’ve been recognized as a Great Place to Work for four years running, and we want YOU to be part of our award-winning team!Are you looking to grow your career in IT, gain hands-on experience, and make a real impact? Keep reading to learn more about this exciting opportunity!
Why DYOPATH?
- Great Place to Work: Join a team that’s been recognized as one of the best for four years in a row!
- People-First Culture: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
- Career Growth: With ongoing training and development opportunities, we’re here to help you take your career to the next level.
- Amazing Benefits:
- Medical, Dental, Vision, and Life Insurance
- 401(k) with company match
- Paid Time Off
- Paid Holidays
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Pet Insurance (because we know pets are family too!)
- And more! Check out our full benefits available at https://dyopath.com/careers/
About the Role:
As a Desktop Support Analyst I, you’ll be the go-to resource for maintaining and troubleshooting the computer hardware and software systems of our clients. You'll work directly with end users, ensuring their technology is running smoothly, solving any issues, and providing top-notch support. This is an exciting role that combines problem-solving, customer service, and technical skills.Pay: $22/h
Shift:
Monday - Thursday 11:00am - 9:00pm, Friday 9:00am - 6:00pm; one Saturday a month 9:00am - 6pm
Key Responsibilities:
Hardware and Software Analysis:
- Analyze user requests and incidents.
- Organize meetings with users to discuss resolutions for incidents.
- Provide technical support, including installation, deployment, and maintenance of company PCs, laptops, software, scanners, printers, and various peripherals.
- Support internal customers by troubleshooting software and hardware issues face-to-face, over the phone, or through chat software.
- Track progress of incidents and tasks using internal or client ticketing software.
- Create, receive, and resolve end-user incidents, tasks, and requests while maintaining response and resolution of contracted SLAs.
- Order parts as needed for asset hardware maintenance and repair.
- Create, edit, and maintain knowledge base articles.
- Act as a point of contact for 3rd party vendors and technicians.
- Perform updates, including Microsoft security patches, anti-virus signature files, and other software/application updates.
- Troubleshoot incidents, reports, or processes to resolve errors.
- Document process requirements and write clear procedures and instructional manuals to build out self-service capabilities.
What We’re Looking For:
- Education & Experience:
- Bachelor’s degree in Computer Science, IT, or a related field, or 4+ years of relevant work experience.
- Certifications:
- A+ Certification.
- Technical Skills:
- Intermediate experience in hardware and software troubleshooting.
- Proficient with Microsoft O365 Suite and SharePoint.
- Ability to work independently and handle multiple priorities in a fast-paced environment.
- Communication: Strong written and verbal communication skills to interact with users and document solutions clearly.
- Customer Focus: A customer service mindset with the ability to solve problems and provide excellent support.
Why Apply?
At DYOPATH, you’ll have the opportunity to build your career in a company that truly values your contributions. If you're looking for a role where your tech skills will be appreciated, and you can grow both professionally and personally, we want to hear from you!
Ready to make an impact?
Apply today to join the DYOPATH team and start your journey with us!
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.
