[Remote] Service Desk Level 1 Analyst

Note: The job is a remote job and is open to candidates in USA. DYOPATH is an IT services company seeking a Service Desk Level 1 Analyst to deliver front-line technical support. The role involves responding to user requests, troubleshooting desktop and basic network issues, documenting and resolving tickets, escalating when needed, and supporting customer satisfaction and professional development.

Responsibilities

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Skills

• High school diploma or equivalent required
• 1–2 years of experience in a technical support role
• Strong customer service skills with the ability to explain technical information to non‑technical users
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Ability to work independently and as part of a team
• Excellent problem‑solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively
• This role is open to residents of the U.S. only
• Associate or bachelor's degree in computer science or related field preferred
• Relevant certifications (or pursuing): + HDI Support Center Analyst (HDI‑SCA) + ITIL Foundation + Microsoft 365 Certified: Fundamentals
• Preferably in a service desk environment
• Knowledge of ITIL or similar frameworks is a plus

Benefits

• Medical, dental, and vision coverage
• Life insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA and HSA options
• Pet insurance
• Additional benefits available
• Certifications and career paths; DYOPATH invests in your development
• Remote work (U.S.)

Company Overview

Dyopath specializes in IT outsourcing, education, connectivity, IT consulting, managed security, virtualization & cloud computing services. It was founded in 1994, and is headquartered in Houston, Texas, USA, with a workforce of 501-1000 employees. Its website is https://dyopath.com.

Company H1B Sponsorship

DYOPATH has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.