Service Desk Level 1 Analyst

About the position DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support. This role is the front line of support, helping users resolve issues quickly, building technical expertise, and growing an IT career within a supportive and mission-driven organization. The analyst will work with a dedicated team and gain valuable experience that paves the way for future advancement.

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 all service desk requests
• Conduct 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

Requirements

• High school diploma or equivalent required
• 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
• Ability to work independently and as part of a team
• Excellent problem‑solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively
• This role is open to residents of the U.S. only.

Nice-to-haves

• 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
• Knowledge of ITIL or similar frameworks is a plus

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
• Additional benefits available