Service Desk Level 2 Analyst

DYOPATH; New York (NY); On-site; Full time

Job summary

Join DYOPATH as a Service Desk Level 2 Analyst in Manhattan, NY. Provide second-level support for complex IT issues and collaborate with teams to enhance tech problem-solving. We prioritize a people-first culture with amazing benefits, including medical, paid time off, and opportunities for growth.

Benefits

Medical, Dental, Vision, and Life Insurance

401(k) with company match

Paid Time Off

Flexible Spending Account (FSA) and Health Savings Account (HSA)

Pet Insurance

Qualifications

• 2-4 years of experience in a technical support role.
• Familiarity with ITIL or similar service management frameworks.
• Preferred certifications include HDI-SCA and ITIL Foundation.

Responsibilities

• Provide second-level support for complex technical issues.
• Collaborate with IT departments to resolve systemic problems.
• Mentor and guide Level 1 analysts.

Skills

Customer-focused mindset

Problem-Solving

Communication

Analytical skills

Time Management

Education

Associate or Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

Microsoft Office Suite

Advanced network troubleshooting

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 an onsite Service Desk Level 2 Analyst in Manhattan!

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: Onsite – Manhattan, NY 10022
• Schedule: Monday to Friday, 8:00 AM – 5:00 PM
• Pay: $28.84/hour
  
  

What You'll Do:

• Provide second-level support for complex technical issues related to desktops, laptops, printers, mobile devices, software, and network systems.
• Troubleshoot and resolve technical incidents; escalate unresolved issues to the appropriate internal or external support teams.
• Collaborate with other IT departments to resolve systemic IT problems and improve service delivery.
• Mentor and guide Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution.
• Ensure timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs).
• Conduct follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues.
• Continuously enhance technical expertise and industry knowledge through ongoing learning, certifications, and training.
• Contribute to special projects as assigned by the Service Desk Supervisor or other IT leadership
  
  

What skills and certifications will you be bringing to the position?

• Preferred: Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Preferred Certifications:
• HDI Support Center Analyst (HDI-SCA) certification
• ITIL Foundation certification (or equivalent)
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Endpoint Administrator Associate
• Experience:
• 2-4 years of experience in a technical support role, including at least 1 year in a service desk environment.
• Technical Skills:
• Proficiency with Microsoft Office Suite, Windows operating systems, and advanced network troubleshooting.
• Experience with remote support tools and technologies.
• Customer Service Skills:
• Strong ability to communicate technical information clearly to non-technical users.
• Customer-focused mindset with the ability to manage difficult situations professionally and efficiently.
• Problem-Solving:
• Excellent analytical skills with a structured approach to troubleshooting and resolution
• ITIL Knowledge:
• Familiarity with ITIL or similar service management frameworks is a plus.
• Time Management:
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
  

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.