Desktop Support Analyst II - Endpoint Expert

Dyopath; Akron, Northern (OH, KY); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Life Insurance

401(k) with company match

FSA & HSA options

Pet Insurance

Job summary

DYOPATH is seeking a Desktop Support Analyst II in Akron, OH to resolve complex hardware, software, and account issues across endpoints. You will handle escalations, mentor junior analysts, and contribute to documentation and process improvements.

The role requires Windows 10/11, AD/M365 proficiency, and strong customer-facing skills within a first-shift, on-site environment. A CompTIA A+ is preferred, with growth opportunities and a supportive team culture.

Qualifications

• Bachelor's degree or four years of equivalent work experience.
• CompTIA A+ Certification is required.
• Experience with Windows 10/11, AD, and Microsoft 365 is preferred.

Responsibilities

• Analyze user requests and incident trends to prioritize work.
• Meet with users to discuss issue resolution and recurring problems.
• Provide installation, deployment, and maintenance support for PCs, software, scanners, printers, and peripherals.
• Support internal customers via face-to-face, phone, or chat interactions.
• Track ticket progress in internal/client ticketing systems and meet SLA targets.
• Create, edit, and maintain knowledge base articles; mentor junior staff.
• Assist and mentor Level I and Associate Analysts; perform updates and patches.

Skills

Windows 10/11 support

Active Directory

Microsoft 365

Endpoint management

ITIL familiarity

ServiceNow

MFA / SSO

SLA awareness

Team mentoring

Strong communication

Education

Bachelor's Degree in Computer Science / IT or related field

CompTIA A+ Certification

Tools

ServiceNow

Microsoft Intune

Group Policy

Job description

DYOPATH is seeking a Desktop Support Analyst II in Akron, OH to resolve complex hardware, software, and account issues across endpoints. You will handle escalations, mentor junior analysts, and contribute to documentation and process improvements.

The role requires Windows 10/11, AD/M365 proficiency, and strong customer-facing skills within a first-shift, on-site environment. A CompTIA A+ is preferred, with growth opportunities and a supportive team culture.