Service Desk Level 1 Analyst (Mexico)

Dyopath; México; Remote; MXN 173,000 - 207,000; Full time

Benefits offered by this job

Savings / Monthly 13% cap

Pantry Vouchers 9% deposited every**

Christmas Bonus: 25 days of your daily

Vacations - 12 days after the first

Anniversary Bonus - 10 days of base

Vacation Premium – 40% first year

Major Medical Insurance covers you and

Life Insurance

Quarterly Bonus

Marriage or Bereavement Time off

Maternity/Paternity Time off

Ergonomic Chair

250 pesos monthly stipend for internet

Job summary

DYOPATH is seeking a Service Desk Level 1 Analyst to be the first line of support for users, resolving hardware and software issues and guiding customers with empathy. You’ll work remotely from Mexico, Monday–Friday, and contribute to a culture that values growth and collaboration.

Training and certifications are encouraged, with opportunities for career progression. Join a team that celebrates successes, offers comprehensive benefits, and supports ongoing learning as you help keep users

Qualifications

• High school diploma or equivalent required; Associate or bachelor’s degree in CS preferred.
• Professional certifications (or working toward): HDI-SCA, ITIL Foundation, Microsoft 365 Fundamentals.

Responsibilities

• Be the first point of contact for technical support via phone, email, and chat.
• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
• Log all interactions in the ticketing system and escalate when needed.
• Ensure timely and accurate resolution while delivering exceptional customer service.
• Follow up with users to confirm satisfaction.
• Invest in training, certifications, and ongoing learning.
• Participate in special projects that enhance service delivery.

Skills

Customer service

Technical support

Windows OS

MS Office

ITIL familiarity

Independent work

Multitasking

Communication

Education

High school diploma

HDI-SCA (in progress)

ITIL Foundation (in progress)

Microsoft 365 Fundamentals

Tools

None

Job description

Join DYOPATH as a Service Desk Level 1 Analyst

Are you passionate about helping people solve tech challenges and keeping their day running smoothly?

DYOPATH is looking for a Service Desk Level 1 Analyst who loves problem-solving, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.

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 ongoing development.
• Award-Winning Culture – Known for outstanding IT service, we bring the same dedication internally: toward each other.
• Fun & Respectful Teamwork – Collaborative, upbeat environments where achievements are celebrated!

Awesome Benefits

• 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 Monday through Friday; Schedule subject to change based on operational need.
• Pay Rate: 17,000 MXN

Your Mission as a Service Desk Level 1 Analyst

• Be the first point of contact for technical support via phone, email, and chat.
• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
• Log all interactions in the ticketing system and elevate when needed.
• Ensure timely and accurate resolution of issues while delivering exceptional customer service.
• Follow up with users to confirm satisfaction.
• Invest in yourself: pursue training, certifications, and ongoing learning.
• Participate in special projects that enhance service delivery.

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.
• Professional certifications (or working toward):
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals

Experience & Skills

• 1–2 years in a technical support role, preferably in a service desk environment.
• Strong customer service skills with the ability to explain technical solutions clearly.
• Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
• Familiarity with ITIL or similar service frameworks a plus.
• Ability to work independently and collaboratively.
• Excellent problem-solving and multitasking skills.

Why This Role Rocks

As a Service Desk Level 1 Analyst, you’ll be the hero who keeps users productive and happy. You’ll learn, grow, and become a vital part of a team that values your contributions and invests in your future.

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.