Service Desk Level 1 Analyst (Mexico)

OpenKrill; United States; Remote; USD 8,700 - 12,000; Full time

Benefits offered by this job

Monthly 13% savings cap

Pantry vouchers

Christmas bonus

Job summary

DYOPATH is seeking a Service Desk Level 1 Analyst to handle front-line technical support for users. You will respond to calls, emails, and chats, log interactions, and provide essential first-line assistance for desktops, laptops, printers, software, and basic networks.

The role emphasizes customer service, rapid issue resolution, and ongoing skills development. Remote work in Mexico, with a 1st shift schedule and growth opportunities within a supportive culture.

Qualifications

• 1-2 years of experience in a technical support role.
• Strong customer service skills and ability to explain technical info to non-technical users.
• Proficiency with Microsoft Office, Windows, and basic network troubleshooting.

Responsibilities

• Respond to phone calls, emails, and chats requesting technical support.
• Log all interactions in the ticketing system and provide first-level support.
• Resolve basic desktop, laptop, printer, mobile device, software and network issues.
• Ensure timely and accurate resolution and follow up with customers.

Skills

Customer service

Technical troubleshooting

English proficiency

Education

High school diploma

Associate or bachelor’s degree in CS or related

Tools

Microsoft Office

Windows OS

Basic networking

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.

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 (3a-12 noon) Monday through Friday; Flexible to cover other shifts based on operational need
• Pay Rate: 17,000 MXN

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 expand when 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
• Relevant certifications (or pursuing):
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals
  • CompTIA A+

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
• English proficiency (speaking, reading & writing) required

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.

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.