Desktop Support Analyst II

Dyopath • Santa Monica, CA

2d • Onsite

About The Position

DYOPATH is seeking a Desktop Support Analyst II to provide end-user support and keep endpoint systems operating effectively. The role resolves complex hardware, software, and account-related issues, handles higher-level escalations, mentors junior analysts, and contributes to documentation and process improvements. This position is on-site in Santa Monica, California, and is scheduled for the first shift, 8 a.m.–5 p.m. PST, Monday through Friday. The listed pay rate is $29; the posting does not specify a pay period.

The Desktop Support Analyst II supports internal customers through in-person, phone, and chat interactions. The analyst troubleshoots and maintains PCs, laptops, software, scanners, printers, and peripherals; manages tickets and service requests against SLA targets; performs updates; and supports hardware replacement and vendor coordination. The role also maintains knowledge base articles and procedures, performs root cause analysis, and assists Level I and Associate Desktop Support Analysts.

Applicants must have a bachelor’s degree in computer science, IT, or a related field, or four years of equivalent work experience, and an A+ certification. A background check and a valid driver’s license with an acceptable driving record are also required. Network+ certification and experience as a Desktop Support Analyst I are preferred.

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 experience preferred.
• Working knowledge of Microsoft 365.
• Strong written and verbal communication skills.
• Good judgment when providing technical advice and resolving problems.
• Ability to collaborate effectively within a team.
• Strong prioritization skills and 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.

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, 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.
• Perform Microsoft security patch, antivirus signature, and software/application updates.
• Troubleshoot incidents, reports, and processes to identify and resolve errors.
• Document processes and write procedures or user manuals to enhance self-service options.
• Assist and mentor Level I and Associate Desktop Support Analysts as needed.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Life insurance.
• 401(k) with company match.
• “You Pick a Day” paid holiday.
• FSA and HSA options.
• Pet insurance.
• Professional development through certifications, training, and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level