Desktop Support Analyst II

Dyopath; Santa Monica (CA); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Life Insurance

401(k) with company match

FSA/HSA options

Pet Insurance

Benefits overview at the company site

Job summary

Dyopath is hiring a Desktop Support Analyst II to resolve complex hardware/software issues and support end users across the client environment. You’ll handle higher-level escalations, mentor junior staff, and help improve documentation and self-service options.

The role is on-site in Santa Monica, CA, with a 29-dollar hourly rate and a focus on reliable endpoint operations and customer-focused problem solving.

Qualifications

• Bachelor’s degree or four years of related work experience required.
• A+ Certification is required; Network+ preferred.
• Experience with Microsoft 365 and end-user support is essential.

Responsibilities

• Provide hardware/software support for PCs, laptops, printers, and peripherals.
• Resolve advanced end-user issues and manage escalations to ensure SLA targets.
• Mentor junior analysts and contribute to knowledge base articles.
• Document processes and create user-friendly procedures for self-service.

Skills

Desktop support

Troubleshooting

Root cause analysis

Microsoft 365

Documentation

Mentoring

Team collaboration

Education

Bachelor’s degree in computer science/IT or 4 years of equivalent experience

A+ Certification

Network+ Certification

Tools

Microsoft 365

Ticketing systems

Active Directory

ITIL concepts

Job description

Join DYOPATH as a Desktop Support Analyst II

Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?

DYOPATH is seeking a Desktop Support Analyst II who brings strong troubleshooting abilities, attention to detail, and a commitment to delivering excellent customer support. If you enjoy advanced technical problem‑solving, mentoring others, and ensuring seamless endpoint operations, this role is for you.

Why You’ll Love Working Here

• Purpose with Passion – Be part of a company guided by our L.O.V.E. philosophy—Living Our Values Every Day—where your work creates meaningful impact.
• Grow & Thrive – DYOPATH supports your professional development through certifications, training, and advancement opportunities.
• Award‑Winning Culture – We are known for exceptional service and teamwork, and we extend that same commitment to our employees.
• Fun & Respectful Teamwork – Join supportive, collaborative teams where contributions are recognized and achievements are celebrated.

Awesome Benefits

• Life Insurance
• 401(k) with company match
• FSA & HSA options
• Pet Insurance
• Full benefits overview at dyopath.com/careers

Role Overview

• Schedule: First Shift (8a-5p PST); Monday through Friday
• Pay Rate: $29

Your Mission as a Desktop Support Analyst II

As a Desktop Support Analyst II, you will support end users by resolving complex hardware, software, and account‑related issues while ensuring all endpoints across the client environment operate effectively. You’ll tackle higher‑level escalations, mentor junior analysts, and contribute to documentation and process improvements.

Key Responsibilities

Hardware & Software Support

• Analyze user requests and incident trends.
• Meet with users to discuss issue resolution and recurring problems.
• Provide technical support for installation, deployment, and maintenance of:
  • PCs and laptops
  • Software
  • Scanners
  • Printers
  • Peripherals
• Support internal customers through face‑to‑face interactions, phone support, or chat.
• Track ticket progress using internal or client ticketing systems.
• Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.
• Order and replace hardware components as needed.
• Create, edit, and maintain knowledge base articles.
• Act as a point of contact for third‑party vendors and technicians.
• Perform updates, including:
  • Microsoft security patches
  • Antivirus signatures
  • Software/application updates
• Troubleshoot incidents, reports, and processes to identify and resolve errors.
• Document processes and write clear procedures or user manuals to enhance self‑service options.
• Assist and mentor Level I and Associate Desktop Support Analysts as needed.

Education & Certifications

Required:

• Bachelor’s degree in computer science, IT, or a related field; OR four years of equivalent work experience
• A+ Certification

Preferred:

• Network+ Certification
• Experience as a Desktop Support Analyst I

Additional Requirements

• Successful completion of a background check.
• Valid driver’s license with an acceptable driving record.

Experience & Skills

• In‑depth working knowledge of PCs and peripherals.
• Familiarity with ITIL and change management processes.
• Ability to perform root cause analysis (RCA).
• Intermediate to advanced proficiency in hardware and software troubleshooting.
• Working knowledge of Microsoft 365.
• Mobile device support experience is a plus.
• Strong written and verbal communication skills.
• Good judgment providing technical advice and problem resolution.
• Ability to collaborate effectively within a team.
• Strong prioritization skills with the ability to meet deadlines.
• High attention to detail.

Why This Role Rocks

As a Desktop Support Analyst II, you’ll take on more advanced technical challenges, influence support standards through documentation, and help guide junior team members. Your expertise will keep users productive, systems reliable, and support operations running smoothly.

Ready to Make an Impact?

If you’re excited to take on advanced technical tasks and thrive in a team‑oriented environment, DYOPATH wants to meet you.

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.

This role is fully on-site in Santa Monica, CA.