Service Desk Level II Analyst

Indeed • Miami, FL

82d • $20

About The Position

DYOPATH is seeking a Service Desk II Analyst to provide second-level support for technical issues including desktop, laptop, printer, mobile device, software, and network problems. This position is located in Miami, Florida, and operates on a Monday through Friday schedule from 8 AM to 5 PM. DYOPATH is an award-winning IT service provider that values collaboration, innovation, and personal development, offering a supportive environment for employees to thrive.

Requirements

• Associate or bachelor’s degree in computer science or related field preferred.
• HDI Support Center Analyst (HDI-SCA) certification.
• ITIL Foundation certification.
• Microsoft 365 Certified: Fundamentals and Endpoint Administrator Associate.
• 2-4 years of experience in a technical support role, with at least 1 year in a service desk environment.
• Strong customer service skills with the ability to communicate technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
• Ability to work independently and as part of a team, focusing on exceptional customer service delivery.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.
• Experience with remote support tools and technologies.

Responsibilities

• Provide second-level support for technical issues including desktop, laptop, printer, mobile device, software, and network problems.
• Troubleshoot and resolve issues or escalate to appropriate support teams when necessary.
• Identify and resolve IT system problems, collaborating with other IT staff as needed.
• Guide and mentor Level 1 analysts in problem-solving and incident resolution.
• Ensure timely and accurate resolution of all service desk issues.
• Conduct follow-up activities to ensure customer satisfaction.
• Continuously improve technical skills through training, certification, and self-directed learning.
• Participate in special projects as assigned.

Benefits

• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off
• Paid Holidays- You Pick a day holiday!
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree