Desktop Support Analyst I

About DYOPATH and Role Overview

Join DYOPATH as a Desktop Support Analyst, where you'll passionately resolve technology issues and provide exceptional assistance to users working with diverse hardware, software, and endpoint devices. This on-site position is based in Deer Park, TX, operating during the first shift from 9 AM to 5 PM CST, Monday through Friday, offering $25 per hour in compensation.

Responsibilities

• Diagnose and resolve user incidents, requests, and technical problems promptly.
• Support and maintain desktops, laptops, printers, scanners, and related peripherals.
• Deploy, configure, install, and upkeep hardware and software systems.
• Offer technical assistance via in-person interactions, telephone communication, and chat platforms.
• Manage and resolve tickets adhering to established service level agreements (SLAs).
• Document work activities through client and internal ticketing tools.
• Liaise with third-party vendors and service providers when necessary.
• Procure replacement parts and assist with hardware repair operations.
• Execute Microsoft security patch installations, antivirus updates, and routine software maintenance.
• Create and update documentation, knowledge base articles, and support protocols.
• Develop user-friendly instructions to promote self-service capabilities.
• Engage in continuous improvement projects and special initiatives.

Qualifications and Skills

• Possess a Bachelor's in Computer Science, Information Technology, or a related area, or alternatively, have at least four years of equivalent technical support experience.
• Hold a CompTIA A+ Certification (required or highly preferred).
• Proven experience in desktop support and troubleshooting endpoint devices.
• Intermediate skills in hardware and software diagnostics.
• Familiarity with Microsoft 365 applications and services, and SharePoint within the Microsoft 365 environment is preferred.
• Experience managing tickets in SLA-based support settings.
• Strong verbal and written communication along with excellent customer service aptitude.
• Capability to handle multiple prioritized tasks efficiently with strong organizational attention.
• Ability to work effectively both independently and as part of a team.
• Must have a valid driver's license with an acceptable driving record.
• Willingness and ability to successfully pass a background check prior to employment.

Benefits and Culture

• Comprehensive medical, dental, and vision insurance coverage.
• Life insurance protection.
• 401(k) plan with employer matching contributions.
• Flexible paid holiday called "You Pick a Day".
• Options for Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Pet insurance availability.
• Additional benefit programs further detailed on the company’s career site.
• Work in a highly collaborative and supportive environment emphasizing respect, teamwork, and continual learning.
• Opportunities for professional development including certifications, training, and career progression pathways.
• Participate in a workplace culture that values meaningful impact through the company’s L.O.V.E. philosophy (Living Our Values Every Day).

Equal Employment Opportunity

DYOPATH is dedicated to providing an inclusive and discrimination-free work environment. The company recruits and hires without regard to legally protected characteristics including but not limited to age, race, gender, disability, sexual orientation, veteran status, and more.

Additional Information

This job description outlines the general position responsibilities and requirements but is not exhaustive of all duties and qualifications that may arise. Successful applicants will contribute significantly to maintaining reliable technology services and ensuring optimal user productivity within DYOPATH.