Desktop Support Analyst II

DYOPATH•Akron, OH

2d•Onsite

About The Position

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. 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, Information Technology, or a related field; OR four years of equivalent work experience
CompTIA A+ Certification
Successful completion of a background check
Valid driver's license with an acceptable driving record
In-depth working knowledge of PCs, laptops, and peripherals
Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions
Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment
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 (Microsoft 365 preferred)
Working knowledge of Microsoft 365
Strong written and verbal communication skills
Good judgment when providing technical advice and problem resolution
Ability to collaborate effectively within a team environment
Strong prioritization skills with the ability to meet deadlines
High attention to detail
Customer-focused mindset

Nice To Haves

CompTIA Network+ Certification
Experience as a Desktop Support Analyst I
Experience with ServiceNow or similar ITSM platforms preferred
Mobile device support experience is a plus
Previous experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred

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, and 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.
Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents.
Perform updates, including Microsoft security patches, Antivirus signatures, and 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