Service Desk Level 3 Analyst

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.

At DYOPATH, we're excited to have been awarded "Great Place to Work" three years in a row! What makes us so great? Our people – we drive DYOPATH's award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.
  
  

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!

We are currently hiring an onsite Service Desk Level 3 Analyst in New York, New York!

As a Service Desk Level 3 Analyst, you will provide advanced technical support to customers or employees needing assistance with complex and critical IT-related issues or problems the Level 2 team cannot resolve. You will be responsible for resolving incidents and problems, providing guidance and mentoring to Level 1 and Level 2 analysts, and participating in service improvement initiatives. You will work closely with other IT staff to escalate and resolve issues that cannot be resolved at the third level.

Essential Functions and Responsibilities:

• Provide third-level support for technical issues and incidents, including complex desktop, laptop, printer, mobile device, software, and network problems
• Troubleshoot and resolve technical issues when possible and escalate to appropriate support teams when necessary
• Identify and resolve problems with IT systems and services, working with other IT staff as necessary
• Provide guidance and mentoring to Level 1 analysts, assisting with problem-solving and incident resolution
• Participate in service improvement initiatives, contributing to the development and improvement of IT services and processes
• Ensure timely and accurate resolution of all service desk issues
• Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided
• Continuously improve technical skills and knowledge through training, certification, and self-directed learning
• Participate in special projects as assigned
  
  

Qualifications

• Bachelor's degree in computer science or related field preferred
• HDI Support Center Analyst (HDI-SCA)
• ITIL Foundation
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Endpoint Administrator Associate
• 4-6 years of experience in a technical support role, with at least 2 years in a service desk environment.
• Strong customer service skills, with the ability to communicate technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
• Knowledge of ITIL or similar service management frameworks a plus
• Ability to work independently and as part of a team, with a focus on delivering exceptional customer service.
• Excellent problem-solving and analytical skills, with the ability to analyze complex issues and develop effective solutions.
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.
• Experience with remote support tools and technologies
  
  

Location/Pay/Shift

• Onsite
• Pay $35.50/h
• Shift: 8:00am - 5:00pm, Monday - Friday
  
  

At DYOPATH, we offer top-notch benefits that helped us earn our "Great Place to Work" certificate! Here's what you'll get:

• Medical, Dental, Prescription, Vision, Life and Disability Insurance
• Flexible Spending Account (FSA) as well as Health Savings Account (HSA)
• Employee Assistance Program and Comprehensive Wellness Program
• 401 (k) Retirement Savings Plan with company match
• PTO - Paid Holidays and Vacation Time
• Continuous Learning and Development Programs
• Employee Referral Programs
• Pet Insurance plans
• 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.