Desktop Support Analyst II Twinsburg, OH

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

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
• …and much more

Full benefits overview at dyopath.com/careers

Role Overview

• Location: On-site (Akron, OH)
• Schedule: First Shift (8a-5p CST), Monday through Friday
• Pay Rate: $31.68/hour

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.
• Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents.
• 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, Information Technology, or a related field; OR four years of equivalent work experience
• CompTIA A+ Certification

Preferred:

• CompTIA 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, laptops, and peripherals
• Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions
• Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment
• 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
• Experience with ServiceNow or similar ITSM platforms preferred
• Mobile device support experience is a plus
• Previous experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred
• Strong written and verbal communication skills
• Good judgment when providing technical advice and problem resolution
• Ability to collaborate effectively within a team environment
• Strong prioritization skills with the ability to meet deadlines
• High attention to detail
• Customer-focused mindset

Why This Role Rocks

As our 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 atwww.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.