Service Desk Level 1 Analyst (Mexico)
Dyopath
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Benefits offered by this job
Job summary
DYOPATH is hiring a Service Desk Level 1 Analyst for a remote position based in Mexico. You will handle calls, emails, and chats, document interactions, and provide first‑level support for devices and basic networks.
The role emphasizes customer service, technical growth, and team collaboration, with ongoing training and certifications supported by the company. Eligible candidates should have ITIL/CompTIA A+ and a high school diploma.
Qualifications
- High school diploma or equivalent required.
- Associate or bachelor's degree in computer science or related field preferred.
- ITIL Foundation credential is required or preferred.
- CompTIA A+ certification is preferred.
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 desktop, laptop, printer, mobile device, 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-up with customers to ensure satisfaction.
- Continuously improve technical skills through training and self‑directed learning.
- Participate in special projects as assigned.
Skills
Education
Job description
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.
- 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.
- 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
- 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
- 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 Escalate 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
- High school diploma or equivalent required
- Associate or bachelor's degree in computer science or related field preferred
- ITIL Foundation
- CompTIA A+
- 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
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.
If you're excited to learn, solve technical challenges, and deliver great service in a people‑first culture, DYOPATH wants to meet you.
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.
For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in DYOPATH’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.
A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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