Service Desk Level 2 Analyst

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

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:// Details
    • Role:Service Desk Level 2 Analyst
    • Location:Onsite Manhattan NY 10022
    • Schedule:Monday to Friday 8:00 AM 5:00 PM
    • Pay:$28.84/hour

    What Youll Do:

    • Provide second-level support for complex technical issues related to desktops laptops printers mobile devices software and network systems.
    • Troubleshoot and resolve technical incidents; escalate unresolved issues to the appropriate internal or external support teams.
    • Collaborate with other IT departments to resolve systemic IT problems and improve service delivery.
    • Mentor and guide Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution.
    • Ensure timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs).
    • Conduct follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues.
    • Continuously enhance technical expertise and industry knowledge through ongoing learning certifications and training.
    • Contribute 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.
    • Preferred 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 Windows operating systems 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.

    Ready to take the next step in your IT careerApply nowand become part of a team that values your growth your voice and your impact.

    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.