Service Desk Level 2 Analyst

We are hiring for an onsite Service Desk Level 2 Analyst in Miami!

At DYOPATH were not just another IT company were apeople-firstorganization committed to building a collaborative creative and inclusive work culture. Weve been recognized as aGreat Place to Workfor 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. Youll be part of a team that embraces accountability and always strives to do whats 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 athttps:// Were Looking For: Service Desk Level 2 Analyst

    Were 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 youll be doing all this while having fun working in a culture thats 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 Youll 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 Bachelors 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 . 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.