Service Desk Level 1 Analyst

DYOPATH LLC; Northern (KY); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

FSA and HSA options

Job summary

DYOPATH LLC is seeking a Service Desk Level 1 Analyst to provide frontline technical support to users who work remotely across the United States. You will handle requests via phone, email, and chat, and document each interaction in our ticketing system.

The role emphasizes customer service, clear communication, and basic troubleshooting of desktops, printers, mobile devices, software, and network issues, with escalation when necessary.

Qualifications

• Experience delivering technical support to non-technical users in a professional setting.
• Familiarity with common operating systems and productivity software.
• Knowledge of ITIL or related frameworks is a plus.

Responsibilities

• Respond to incoming calls, emails, and chat requests for technical support.
• Log all service desk interactions in the ticketing system.
• Provide first-level support for desktops, laptops, printers, mobile devices, software, and basic network issues.
• Resolve issues when possible and escalate when necessary.
• Ensure timely and accurate resolution of all service desk requests.
• Conduct follow‑ups with customers or employees to ensure satisfaction.
• Continuously improve technical skills through training and self‑directed learning.
• Participate in special projects as assigned.

Skills

Customer service

Microsoft Office

Windows operating systems

Basic network troubleshooting

Education

High school diploma or equivalent

Associate or bachelor’s degree in CS or related field

ITIL Foundation

Tools

Ticketing system

Remote support tools

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.
• Medical, dental, and vision coverage
• Life insurance
• 401(k) with company match
• FSA and HSA options
• Additional benefits availableFull overview: dyopath.com/careers

Role Overview

• Location: Remote (U.S)
• Schedule: 1st Shift (7:30a-4p CST); Monday through Friday
• Pay Rate: $20

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 escalat ewhen 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

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.

Questions? We’re here to help.

Our IT experts are here to help with all your needs. They can answer all your IT-related questions, including topics like:

This role is open to residents of the U.S. 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 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.