Service Desk Level 2 Analyst
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.
We are hiring for an onsite Service Desk Level 2 Analyst in Miami!
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!
Why DYOPATH?
- People-First Culture: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
- Do the Right Thing: Integrity and honesty are at our core. You'll be part of a team that embraces accountability and always strives to do what's right.
- 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/
What We’re Looking For: Service Desk Level 2 Analyst
We're seeking a Service Desk Level 2 Analyst who 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.
And yes, you’ll be doing all this while having fun, working in a culture that’s all about teamwork, mutual respect, and making sure you feel appreciated!
The Details:
- Location: Miami, FL 33137
- Shift: 9:00am - 5:30pm, Monday - Friday
- Pay: $28.85/h
What You'll Be Doing:
- Providing second-level support for complex technical issues related to desktops, laptops, printers, mobile devices, software, and network systems.
- Troubleshooting and resolving technical incidents; escalating unresolved issues to the appropriate internal or external support teams.
- Collaborating with other IT departments to resolve systemic IT problems and improve service delivery.
- Mentoring and guiding Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution.
- Ensuring timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs).
- Conducting follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues.
- Continuously enhancing technical expertise and industry knowledge through ongoing learning, certifications, and training.
- Contributing 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, Apple products, 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.
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.
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