What are the responsibilities and job description for the Service Desk Analyst I position at DYOPATH?
DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.
Position: Service Desk Analyst I
Location: Remote
Status: W2 Full-Time with Benefits
Shift: Monday - Friday from 7:00am - 3:00pm (cst)
Salary: $19/hr depending on experience
Preferred Experience: 1 year experience preferred:
- Customer Service
- Microsoft Windows
- Networking
- Command Line
- O365
- VPN
Job Summary:
DYOPATH is currently looking for a Service Desk Analyst with excellent communication and interpersonal skills to join our great team! Analyst provides entry to intermediate level quality technical computer support to customers through multiple channels including voice, web, and email.
About Us:
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.
Essential Duties:
The Service Desk Analyst will perform the following key functions:
- Provides technical customer support by taking inbound calls using ITIL based best practices
- Performs diagnosis, investigation, and resolution of Incidents to meet customer SLA's
- Creates and fulfills service requests to exceed customer SLA's
- Identifies, researches, and resolves technical hardware, software, or networking issues
- Answers user inquiries via phone, email, and system requests
- Delivers timely notifications and assignments to appropriate field representatives
- Provides generalist support to customers utilizing multiple tools, technologies, and accounts
- Documents, tracts, and monitors inquires and solutions using Standard Operating Procedures
- Communicates statuses of projects and issues to managers and Service Desk employees
- Escalates issues in real time per escalation procedures
- Performs root cause analyses and generates reports
- Acts as a Subject Matter Expert for assigned accounts
- Other Duties as assigned
Qualifications/Requirements
Ability to handle high call volumes and support multiple customers in a fast paced environment.
Knowledge of computer hardware, software, networking, and techniques
Experience with Ticketing Management Tool (ServiceNow, Remedy, etc)
- Medical, Dental, Prescription, Vision, Life and Disability Insurance
- Flexible Spending Account (FSA) as well as Health Savings Account (HSA) – save money pre-tax for eligible medical expenses
- Employee Assistance Program and Comprehensive Wellness Program
- 401 (k) Retirement Savings Plan with company match
- PTO - Paid Holidays and Vacation Time – encouraging work-life balance
- Continuous Learning and Development Programs
- Employee Referral Programs
- Pet Insurance plans
- Bonus Incentive Programs
- Growth opportunities
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 at www.dyopath.com.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.
Salary : $19
