Service Desk Level 1 Analyst (Mexico)

Dyopath; México; Remote; MXN 161,000 - 218,000; Full time

Benefits offered by this job

Major Medical Insurance covers you and

Life Insurance

Quarterly Bonus

Maternity/Paternity Time off

Remote work option

Annual leave

Job summary

DYOPATH is seeking a Service Desk Level 1 Analyst to support users remotely in Mexico. The role focuses on first-line technical assistance, ticket logging, and timely resolutions across desktops, laptops, printers, and basic networks.

The ideal candidate has 1–2 years in a technical support setting, strong customer service, and familiarity with Windows and MS Office. ITIL/CompTIA A+ credentials are a plus, with growth through training and certifications.

Qualifications

• 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.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
• Knowledge of ITIL or similar frameworks is a plus.

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 elevate when necessary.
• Ensure timely and accurate resolution of all service desk requests.
• Conduct follow-up with customers or employees to ensure satisfaction.

Skills

1-2 years experience in tech support

Customer service

MS Office

Windows OS

Basic networking

ITIL knowledge

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

IT ticketing systems

Job description

Join DYOPATH as a Service Desk Level 1 Analyst

Are you energized by solving technical puzzles and helping people stay connected and productive?

DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support.

Why You’ll Love Working Here

• Purpose with Passion-Join a company whose L.O.V.E. philosophy-Living Our Values Every Day-turns everyday work into meaningful impact.
• Grow & Thrive-From certifications to career paths, DYOPATH invests in your development.
• Award-Winning Culture-Recognized for outstanding IT service-and we bring that same dedication to supporting each other.
• Fun & Respectful Teamwork-A collaborative, upbeat environment where achievements are celebrated.
• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium - 40% first year
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off
• Ergonomic Chair
• 250 pesos monthly stipend for internet and electricity

Role Overview

• Location: Remote (Mexico)
• Schedule: 1st Shift (3a-12 noon) Monday through Friday; Flexible to cover other shifts based on operational need
• Pay Rate: 17,000 MXN

Your Mission as a Service Desk Level 1 Analyst

• 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 elevate 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

What You Bring to the Team

Education & Certifications

• High school diploma or equivalent required
• Associate or bachelor’s degree in computer science or related field preferred
• ITIL Foundation
• CompTIA A+

Experience & Skills

• 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
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Knowledge of ITIL or similar frameworks is a plus
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively

Why This Role Stands Out

As a Service Desk Level 1 Analyst, you will be the front line of support-helping users resolve issues quickly, building your technical expertise, and growing your IT career within a supportive and mission-driven organization. You’ll work with a dedicated team and gain valuable experience that paves the way for future advancement.

This role is open to applicants in Mexico only.

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.

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