Desktop Support Analyst I

Dyopath•Deer Park, TX

23h•Onsite

About The Position

DYOPATH is seeking a detail-oriented, customer-focused, and motivated Desktop Support Analyst to provide exceptional technical support in a fast-paced, on-site environment. This role is crucial for maintaining endpoint hardware and software, ensuring users receive timely and effective support, and contributing to the company's mission of transforming everyday work into meaningful impact through technology. The Desktop Support Analyst will serve as a key technical resource, analyzing and troubleshooting user incidents, requests, and technical issues related to desktops, laptops, printers, scanners, and other peripherals. The position involves installing, deploying, configuring, and maintaining hardware and software solutions, delivering technical support in person, by phone, and via chat, and managing incidents to meet established SLAs. Responsibilities also include tracking work using ticketing systems, coordinating with vendors, ordering parts, performing software maintenance (patching, antivirus), creating documentation, and participating in continuous improvement initiatives.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field OR Four years of equivalent technical support experience
CompTIA A+ Certification required or strongly preferred
Experience providing desktop support and endpoint troubleshooting
Intermediate hardware and software troubleshooting skills
Experience supporting desktops, laptops, printers, and peripheral devices
Working knowledge of Microsoft 365 applications and services
Familiarity with SharePoint, preferably within Microsoft 365 environments
Experience working with ticketing systems and SLA-driven support environments
Strong written and verbal communication skills
Excellent customer service and problem-solving abilities
Ability to prioritize multiple tasks and meet deadlines
Strong attention to detail and organizational skills
Ability to work independently and collaboratively within a team environment
Valid Driver's License with an acceptable driving record
Ability to successfully pass a background check prior to hire

Nice To Haves

CompTIA A+ Certification strongly preferred

Responsibilities

Analyze and troubleshoot user incidents, requests, and technical issues.
Provide support for desktops, laptops, printers, scanners, and other peripherals.
Install, deploy, configure, and maintain hardware and software solutions.
Deliver technical support in person, by phone, and through chat tools.
Create, manage, and resolve incidents while meeting established SLAs.
Track work activities using client and internal ticketing systems.
Coordinate with third-party vendors and service providers as needed.
Order replacement parts and support hardware repair activities.
Perform Microsoft security patching, antivirus updates, and other software maintenance activities.
Create and maintain documentation, knowledge articles, and support procedures.
Develop clear instructions that help build self-service capabilities for end users.
Participate in continuous improvement initiatives and special projects.