Desktop Support Analyst II

Dyopath•Bellevue, WA

6d•Onsite

About The Position

Join DYOPATH as a Desktop Support Analyst II. Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly? DYOPATH is seeking a Desktop Support Analyst II who brings strong troubleshooting abilities, attention to detail, and a commitment to delivering excellent customer support. If you enjoy advanced technical problem-solving, mentoring others, and ensuring seamless endpoint operations, this role is for you. Your Mission as a Desktop Support Analyst II: As a Desktop Support Analyst II, you will support end users by resolving complex hardware, software, and account-related issues while ensuring all endpoints across the client environment operate effectively. You’ll tackle higher-level escalations, mentor junior analysts, and contribute to documentation and process improvements.

Requirements

Bachelor’s Degree in Computer Science, IT, or a related field; OR four years of equivalent work experience
A+ Certification
Successful completion of a background check.
Valid driver’s license with an acceptable driving record.
In-depth working knowledge of PCs and peripherals.
Familiarity with ITIL and change management processes.
Ability to perform root cause analysis (RCA).
Intermediate to advanced proficiency in hardware and software troubleshooting.
SharePoint experience (O365 preferred).
Working knowledge of Microsoft 365.
Strong written and verbal communication skills.
Good judgment providing technical advice and problem resolution.
Ability to collaborate effectively within a team.
Strong prioritization skills with the ability to meet deadlines.
High attention to detail.
Customer-focused mindset.

Nice To Haves

Network+ Certification
Experience as a Desktop Support Analyst I
Mobile device support experience is a plus.

Responsibilities

Analyze user requests and incident trends.
Meet with users to discuss issue resolution and recurring problems.
Provide technical support for installation, deployment, and maintenance of: PCs and laptops, Software, Scanners, Printers, Peripherals.
Support internal customers through face-to-face interactions, phone support, or chat.
Track ticket progress using internal or client ticketing systems.
Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.
Order and replace hardware components as needed.
Create, edit, and maintain knowledge base articles.
Act as a point of contact for third-party vendors and technicians.
Perform updates, including: Microsoft security patches, Antivirus signatures, Software/application updates.
Troubleshoot incidents, reports, and processes to identify and resolve errors.
Document processes and write clear procedures or user manuals to enhance self-service options.
Assist and mentor Level I and Associate Desktop Support Analysts as needed.
Other Duties as Assigned