Desktop Support Analyst II
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Join DYOPATH as a Desktop Support Analyst II
Are you passionate about solving technical challenges supporting end users and keeping systems running smoothly
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 Youll 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.
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
Full benefits overview at Overview
- Location: On-site (Akron OH)
- Schedule: First Shift (8a-5p CST) Monday through Friday
- Pay Rate: $31.68/hour
Your Mission as a Desktop Support Analyst II
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. Youll tackle higher-level escalations mentor junior analysts and contribute to documentation and process improvements.
Key Responsibilities
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.
- 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 Assigned
What You Bring to the Team
Education & Certifications
Required:
- Bachelors 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 drivers 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
Why This Role Rocks
As our Desktop Support Analyst II youll take on more advanced technical challenges influence support standards through documentation and help guide junior team members. Your expertise will keep users productive systems reliable and support operations running smoothly.
Ready to Make an Impact
If youre excited to take on advanced technical tasks and thrive in a team-oriented environment DYOPATH wants to meet you. Apply now to become our next Desktop Support Analyst II and help deliver exceptional end-user support and technical service excellence
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.
Required Experience:
IC
About Company
We provide innovative managed it to help our clients combat cyber threats, in complex IT environments, and the increasing human capital shortages.
