Desktop Support Analyst II

Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?, As a Desktop Support Analyst II, you will support end users by resolving complex hardware, software, and account-related issues while ensuring all endpoints across the client environment operate effectively. You’ll tackle higher-level escalations, mentor junior analysts, and contribute to documentation and process improvements. Key ResponsibilitiesHardware & Software Support

• Analyze user requests and incident trends.
• Meet with users to discuss issue resolution and recurring problems.
• Provide technical support for installation, deployment, and maintenance of:
• PCs and laptops
• Software
• Scanners
• Printers
• Peripherals
• Support internal customers through face-to-face interactions, phone support, or chat.
• Track ticket progress using internal or client ticketing systems.
• Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.
• Order and replace hardware components as needed.
• Create, edit, and maintain knowledge base articles.
• Act as a point of contact for third-party vendors and technicians.
• Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents.
• Perform updates, including:
• Microsoft security patches
• Antivirus signatures
• Software/application updates
• Troubleshoot incidents, reports, and processes to identify and resolve errors.
• Document processes and write clear procedures or user manuals to enhance self-service options.
• Assist and mentor Level I and Associate Desktop Support Analysts as needed.

Other Duties as AssignedWhat You Bring to the TeamEducation & Certifications

• Bachelor’s Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience
• CompTIA A+ Certification

Preferred:

• CompTIA Network+ Certification
• Experience as a Desktop Support Analyst I

Additional Requirements

• Successful completion of a background check
• Valid driver’s license with an acceptable driving record

Experience & Skills

• In-depth working knowledge of PCs, laptops, and peripherals
• Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions
• Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment
• Familiarity with ITIL and change management processes
• Ability to perform root cause analysis (RCA)
• Intermediate to advanced proficiency in hardware and software troubleshooting
• SharePoint experience (Microsoft 365 preferred)
• Working knowledge of Microsoft 365
• Experience with ServiceNow or similar ITSM platforms preferred
• Mobile device support experience is a plus
• Previous experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred
• Strong written and verbal communication skills
• Good judgment when providing technical advice and problem resolution
• Ability to collaborate effectively within a team environment
• Strong prioritization skills with the ability to meet deadlines
• High attention to detail
• Customer-focused mindset, Analysis Skills, Asset Management, Background Investigation, Change Management, Communication Skills, CompTIA A+, CompTIA Network+, Computer Science, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Detail Oriented, Documentation, Driver’s License, Establish Priorities, Flexible Spending Accounts, Hardware Administration, Hardware Components, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Insurance, Knowledge Base, Laptop PC, Life Insurance, Maintenance Services, Mentoring, Microsoft Active Directory, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Mobile Devices, Operational Support, Peripheral Hardware, Philosophy, Presentation/Verbal Skills, Printers, Problem Solving Skills, Procedure Development, Process Improvement, Root Cause Analysis, Security Patches, Service Level Agreement (SLA), ServiceNow, Single Sign-On (SSO), Software Administration, Support Documentation, Team Player, Technical Support, Time Management, Trend Analysis, User Documentation, Writing Skills

Awesome Benefits

• Medical, Dental & Vision Coverage
• Life Insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA & HSA options
• Pet Insurance
• …and much more, * Location: On-site (Twinsburg, OH)
• Schedule: First Shift (8a-5p CST), Monday through Friday
• Pay Rate: $31.68/hour

DYOPATH is seeking a Desktop Support Analyst II who brings strong troubleshooting abilities, attention to detail, and a commitment to delivering excellent customer support. If you enjoy advanced technical problem-solving, mentoring others, and ensuring seamless endpoint operations, this role is for you. Why You’ll Love Working Here

• Purpose with Passion - Be part of a company guided by our L.O.V.E. philosophy, Living Our Values Every Day, where your work creates meaningful impact.
• Grow & Thrive - DYOPATH supports your professional development through certifications, training, and advancement opportunities.
• Award-Winning Culture - We are known for exceptional service and teamwork, and we extend that same commitment to our employees.
• Fun & Respectful Teamwork - Join supportive, collaborative teams where contributions are recognized and achievements are celebrated.