Service Desk Level 1 Analyst

New

DyopathIT services

Remote (U.S); This role is open to residents of the U.S. only.Full-TimeJunior

Salary20 USD per hour

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Job Details

Experience: 1–2 years of experience in a technical support role, preferably in a service desk environment
Required Skills: Microsoft OfficeProblem SolvingCustomer serviceTechnical support

Have a high school diploma or equivalent.
Bring 1–2 years of experience in a technical support role, preferably in a service desk environment.
Demonstrate proficiency with Microsoft Office and Windows operating systems.
Have basic network troubleshooting knowledge.
Explain technical information clearly to non-technical users.
Use problem-solving and analytical abilities to address technical issues.
Manage multiple tasks and prioritize effectively.
Work independently and as part of a team.
An associate or bachelor's degree in computer science or a related field is preferred.
Relevant certifications, or progress toward them, are relevant: HDI Support Center Analyst (HDI-SCA), ITIL Foundation, or Microsoft 365 Certified: Fundamentals.
Knowledge of ITIL or similar frameworks is a plus.

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 service desk requests.
Follow up with customers or employees to ensure satisfaction.
Improve technical skills through training, certifications, and self-directed learning.
Participate in special projects as assigned.

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