Service Desk Level 1 Analyst

DYOPATH•Oakbrook Terrace, IL

8h•Remote

About The Position

DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support. This role is the front line of support, helping users resolve issues quickly, building technical expertise, and growing an IT career within a supportive and mission-driven organization. The analyst will work with a dedicated team and gain valuable experience that paves the way for future advancement.

Requirements

High school diploma or equivalent required
1–2 years of experience in a technical support role, preferably in a service desk environment
Strong customer service skills with the ability to explain technical information to non‑technical users
Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
Ability to work independently and as part of a team
Excellent problem‑solving and analytical abilities
Ability to manage multiple tasks and prioritize effectively
This role is open to residents of the U.S. only.

Nice To Haves

Associate or bachelor’s degree in computer science or related field preferred
Relevant certifications (or pursuing): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
Knowledge of ITIL or similar frameworks is a plus

Responsibilities

Respond to incoming phone calls, emails, and chat messages requesting technical support
Log all service desk interactions in the ticketing system
Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
Resolve technical issues when possible and escalate when necessary
Ensure timely and accurate resolution of all service desk requests
Conduct follow‑up with customers or employees to ensure satisfaction
Continuously improve technical skills through training, certifications, and self‑directed learning
Participate in special projects as assigned