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., Hardware & 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.
• 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 Assigned

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., * Bachelor’s Degree in Computer Science, IT, or a related field; OR four years of equivalent work experience

• A+ Certification, * Successful completion of a background check.
• Valid driver’s license with an acceptable driving record.

Experience & Skills

• In-depth working knowledge of PCs and peripherals.
• 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 (O365 preferred).
• Working knowledge of Microsoft 365.
• Mobile device support experience is a plus.
• Strong written and verbal communication skills.
• Good judgment providing technical advice and problem resolution.
• Ability to collaborate effectively within a team.
• Strong prioritization skills with the ability to meet deadlines.
• High attention to detail.
• Customer-focused mindset.

• 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.

Awesome Benefits

• Medical, Dental & Vision Coverage
• Life Insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA & HSA options
• Pet Insurance
• Full benefits overview at dyopath.com/careers