Remote IT Help Desk Analyst (Level 1)

Dyopath; Monterrey; A distancia; MXN 114.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance for you and family

Life Insurance

Quarterly Bonus

Maternity/Paternity Time off

Vacation days

Descripción de la vacante

DYOPATH is seeking a Service Desk Level 1 Analyst to provide first‑line IT support for users in a fully remote capacity based in Mexico. You will handle calls, emails and chat, log interactions, and resolve basic hardware and software issues while ensuring customer satisfaction.

The ideal candidate has 1–2 years of technical support experience, strong communication skills, and familiarity with Windows and Microsoft Office. ITIL knowledge and a willingness to learn are a plus.

Formación

• 1–2 years of experience in a technical support role, preferably in a service desk environment.
• Strong customer service skills with the ability to explain technical information to non-technical users.

Responsabilidades

• 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 escape 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.

Conocimientos

Customer service

Microsoft Office

Windows OS

ITIL knowledge

Analytical thinking

Educación

High school diploma or equivalent

Associate or bachelor’s degree in CS or related field

ITIL Foundation

CompTIA A+

Herramientas

ITIL

Descripción del empleo

DYOPATH is seeking a Service Desk Level 1 Analyst to provide first‑line IT support for users in a fully remote capacity based in Mexico. You will handle calls, emails and chat, log interactions, and resolve basic hardware and software issues while ensuring customer satisfaction.

The ideal candidate has 1–2 years of technical support experience, strong communication skills, and familiarity with Windows and Microsoft Office. ITIL knowledge and a willingness to learn are a plus.