Service Desk Level 1 Analyst (Mexico)

Dyopath; Monterrey; Remote; MXN 114,000 - 190,000; Full time

Benefits offered by this job

Medical Insurance for you and family

Life Insurance

Quarterly Bonus

Maternity/Paternity Time off

Vacation days

Job summary

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.

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.

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 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.

Skills

Customer service

Microsoft Office

Windows OS

ITIL knowledge

Analytical thinking

Education

High school diploma or equivalent

Associate or bachelor’s degree in CS or related field

ITIL Foundation

CompTIA A+

Tools

ITIL

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 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

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in DYOPATH’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.