Service Desk Level 2 Analyst

DYOPATH; Houston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

DYOPATH is seeking a Service Desk Level 2 Analyst to join our innovative IT team. This remote position requires a passion for supporting users and resolving technical issues in a dynamic environment. Ideal candidates will have a strong foundation in IT support, excellent communication skills, and a willingness to continually learn and grow.

Benefits

Medical, Dental, Vision, and Life Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Pet Insurance

Qualifications

• 2–4 years in technical support, minimum 1 year in a service desk environment.
• Proficiency in Microsoft Office and network troubleshooting required.
• Familiarity with ITIL framework is a plus.

Responsibilities

• Provide second-level support for IT systems and troubleshoot technical issues.
• Collaborate with IT teams to ensure timely resolution of incidents.
• Support special projects as assigned by IT leadership.

Skills

Clear communication

Customer-first mindset

Problem-solving

Network troubleshooting

Time management

Education

Associate or Bachelor's degree in IT

HDI Support Center Analyst (HDI-SCA)

ITIL Foundation

Microsoft 365 Certified: Fundamentals

Endpoint Administrator Associate

Tools

Microsoft Office Suite

Windows OS

Azure AD

Remote support tools

Job description

At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.

We are hiring for a remote Service Desk Level 2 Analyst!

At DYOPATH, we're not just another IT company – we're a people-first organization committed to building a collaborative, creative, and inclusive work culture. We've been recognized as a Great Place to Work for four years running, and we want YOU to be part of our award-winning team!

Why DYOPATH?

• People-First Culture: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
• Do the Right Thing: Integrity and honesty are at our core. You'll be part of a team that embraces accountability and always strives to do what's right.
• Amazing Benefits:
• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off
• Paid Holidays
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Pet Insurance (because we know pets are family too!)
• And more! Check out our full benefits available at https://dyopath.com/careers/
  

Position Details

• Role: Service Desk Level 2 Analyst
• Location: Remote
• Schedule: Wed-Fri 10am - 7pm CST, Saturday-Sunday 3pm-11pm CST
• Pay: $24/h - $26/h
  
  

What You'll Do

• Provide second-level support for desktops, laptops, printers, mobile devices, software, and network systems.
• Troubleshoot and resolve technical issues; escalate when necessary.
• Collaborate with IT teams to address systemic issues and improve service delivery.
• Ensure timely resolution of incidents in line with SLAs.
• Follow up with users to confirm issue resolution and satisfaction.
• Stay current with industry trends, certifications, and training.
• Support special projects as assigned by IT leadership.
  
  

What You Bring

Education & Certifications (Preferred):

• Associate or Bachelor's degree in IT or related field
• HDI Support Center Analyst (HDI-SCA)
• ITIL Foundation
  
  

Microsoft 365 Certified: Fundamentals or Endpoint Administrator Associate

Experience:

• 2–4 years in technical support, with at least 1 year in a service desk environment
  
  

Technical Skills:

• Proficiency with Microsoft Office Suite and Windows OS
• Azure AD
• Strong network troubleshooting skills
• Experience with remote support tools
  
  

Soft Skills:

• Clear communication with both technical and non-technical users
• Customer-first mindset and professionalism under pressure
• Strong analytical and problem-solving abilities
• Familiarity with ITIL or similar frameworks
• Excellent time management and multitasking skills
  
  

Ready to take the next step in your IT career? Apply now and become part of a team that values your growth, your voice, and your impact.

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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