Desktop Support Analyst II

<div class="content-intro"><p>&nbsp;</p> <p>&nbsp;</p></div><p>&nbsp;</p> <div> <div id="copilot-message-ribj" class="fai-CopilotMessage__content r1izxv8h ___7qar2c0 fcthzvy"> <div> <div class="___1vve6yh f22iagw f1vx9l62 f122n59 f3bhgqh f1mnxvew fly5x3f"> <div class="___j4vmuw0 f22iagw f1vx9l62 f1869bpl fly5x3f fbc6vix"> <div data-testid="loading-message"> <div id="response-idribh" class="___1yop6mf f336tjw f9ijwd5 fz7g6wx fod5ikn f1s184ao" data-testid="lastChatMessage"> <div class="___1peis63 f22iagw f1063pyq f6jr5hl f1c88k3p"> <div class="___4htdyp0 fz7g6wx fy77jfu"> <div class="___1j4t0a1 f1lmfglv f1abmfm4" data-testid="markdown-reply" data-message-type="Chat"> <div class="___nfp7g60 f22iagw f1vx9l62 fkmyikg fk15e71 f1k953kz f137keqj f1rncccw f1stllg3 f1w4kmmc f1tric3v f10dk5ic fx8cdsv f16nlwsl f1eookvz fhjrts3 fqugt2f f18d18k8 f1v1vhmp f1hdmul3 f198vjnp f2dshw1 fjpjndq fnmj2pj ffrrb40 f1mon110 fhajzam fimndk6 fxv4dng fb1rn9k f59wlhv f1xmfh30 f18yf5o5 fmr6chf fw8qy2q ff161sd f1qr7t77 f1yyogn1 foogchg fp5872b f1tpb8gf f1hdgrc8 f1vatr43 frkxccd f9pdzkb f158oiaz ft5kggy f5l4ui7 f13j03li f18xdoka f8off4e f1go6zfc f128n2ra f1jpxw2j f1lwd9n0 fy0b8hm f1g2633v fx4kvgi fkvolse f1gxrt3a f1os76ua f1js9cnw f1g87ej0 freluf8 f1yggaq6 f2i3chp f1151osp florpoh f35kzfz ftp9m57 f1e288vi fz62hnz fixvuys f1nmofwh fc1c6mv f18a2er7 fhvkrdl fhxnn68 f1oce4bo fvhlfan f7tc0t0 f1ngf1n2 ffrzq6x f1yjiq2m f1aqdgql f1huvaf f10ij78l f1k94sa4 fkmfumq f1jvzkyl f1eu24ob f1xbfc1f fmf0lwf f107dsy8 f3w566c f4648sl f13zpkng f7unjfp f8p1rz fzu6h1w f1i1bi6h f1smo7hi f1sk1xod f1kgogdq f1gjktkp ft608jz f1o9wiiv fg3xr24 fhd155k f1b8gl2e fg4b9ou flb4lo fdicbfk fgwcyh1 f1jbds0d f1fb9uea f1stuka4 fcrtu6g fwqh0xn f11w66yg f6e0e65 f1vvgu0 f1607507 fgct6un f1ec1nbe fg3fpv7 f1m9bycv f1ntoah8 f1b694rt faql4r2 fpjuhzh fmavl6h f1d9bsk fmzhlt0 f145l92p fwkyaqm f129obh1 f19la9g f127w39w fr0ux9m fxhidck f1cu4h9j f1wnbo7v f1eueg4z fy9c24f f1h2o91j f1iw08fq f19n0e5"> <h2>Join DYOPATH as a Desktop Support Analyst II</h2> <p>Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?</p> <p>DYOPATH is seeking a <strong>Desktop Support Analyst II</strong> who brings strong troubleshooting abilities, attention to detail, and a commitment to delivering excellent customer support. If you enjoy advanced technical problem-solving, mentoring others, and ensuring seamless endpoint operations, this role is for you.</p> <h3>Why You'll Love Working Here</h3> <ul> <li><strong>Purpose with Passion</strong> – Be part of a company guided by our L.O.V.E. philosophy, Living Our Values Every Day, where your work creates meaningful impact.</li> <li><strong>Grow &amp; Thrive</strong> – DYOPATH supports your professional development through certifications, training, and advancement opportunities.</li> <li><strong>Award-Winning Culture</strong> – We are known for exceptional service and teamwork, and we extend that same commitment to our employees.</li> <li><strong>Fun &amp; Respectful Teamwork</strong> – Join supportive, collaborative teams where contributions are recognized and achievements are celebrated.</li> </ul> <h3>Awesome Benefits</h3> <ul> <li>Medical, Dental &amp; Vision Coverage</li> <li>Life Insurance</li> <li>401(k) with company match</li> <li>"You Pick a Day" paid holiday</li> <li>FSA &amp; HSA options</li> <li>Pet Insurance</li> <li>...and much more</li> </ul> <p>Full benefits overview at dyopath.com/careers</p> <hr> <h2>Role Overview</h2> <ul> <li><strong>Location:</strong> On-site (Akron, OH)</li> <li><strong>Schedule:</strong> First Shift (8a-5p CST), Monday through Friday</li> <li><strong>Pay Rate:</strong> $31.68/hour</li> </ul> <hr> <h2>Your Mission as a Desktop Support Analyst II</h2> <p>As a <strong>Desktop Support Analyst II</strong>, you will support end users by resolving complex hardware, software, and account-related issues while ensuring all endpoints across the client environment operate effectively. You'll tackle higher-level escalations, mentor junior analysts, and contribute to documentation and process improvements.</p> <hr> <h2>Key Responsibilities</h2> <h3>Hardware &amp; Software Support</h3> <ul> <li>Analyze user requests and incident trends.</li> <li>Meet with users to discuss issue resolution and recurring problems.</li> <li>Provide technical support for installation, deployment, and maintenance of: <ul> <li>PCs and laptops</li> <li>Software</li> <li>Scanners</li> <li>Printers</li> <li>Peripherals</li> </ul> </li> <li>Support internal customers through face-to-face interactions, phone support, or chat.</li> <li>Track ticket progress using internal or client ticketing systems.</li> <li>Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.</li> <li>Order and replace hardware components as needed.</li> <li>Create, edit, and maintain knowledge base articles.</li> <li>Act as a point of contact for third-party vendors and technicians.</li> <li>Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents.</li> <li>Perform updates, including: <ul> <li>Microsoft security patches</li> <li>Antivirus signatures</li> <li>Software/application updates</li> </ul> </li> <li>Troubleshoot incidents, reports, and processes to identify and resolve errors.</li> <li>Document processes and write clear procedures or user manuals to enhance self-service options.</li> <li>Assist and mentor Level I and Associate Desktop Support Analysts as needed.</li> </ul> <h3>Other Duties as Assigned</h3> <hr> <h2>What You Bring to the Team</h2> <h3>Education &amp; Certifications</h3> <p><strong>Required:</strong></p> <ul> <li>Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience</li> <li>CompTIA A+ Certification</li> </ul> <p><strong>Preferred:</strong></p> <ul> <li>CompTIA Network+ Certification</li> <li>Experience as a Desktop Support Analyst I</li> </ul> <h3>Additional Requirements</h3> <ul> <li>Successful completion of a background check</li> <li>Valid driver's license with an acceptable driving record</li> </ul> <h3>Experience &amp; Skills</h3> <ul> <li>In-depth working knowledge of PCs, laptops, and peripherals</li> <li>Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions</li> <li>Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment</li> <li>Familiarity with ITIL and change management processes</li> <li>Ability to perform root cause analysis (RCA)</li> <li>Intermediate to advanced proficiency in hardware and software troubleshooting</li> <li>SharePoint experience (Microsoft 365 preferred)</li> <li>Working knowledge of Microsoft 365</li> <li>Experience with ServiceNow or similar ITSM platforms preferred</li> <li>Mobile device support experience is a plus</li> <li>Previous experience as a <strong>Desktop Support Analyst II</strong>, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred</li> <li>Strong written and verbal communication skills</li> <li>Good judgment when providing technical advice and problem resolution</li> <li>Ability to collaborate effectively within a team environment</li> <li>Strong prioritization skills with the ability to meet deadlines</li> <li>High attention to detail</li> <li>Customer-focused mindset</li> </ul> <hr> <h2>Why This Role Rocks</h2> <p>As our <strong>Desktop Support Analyst II</strong>, you'll take on more advanced technical challenges, influence support standards through documentation, and help guide junior team members. Your expertise will keep users productive, systems reliable, and support operations running smoothly.</p> <hr> <h2>Ready to Make an Impact?</h2> <p>If you're excited to take on advanced technical tasks and thrive in a team-oriented environment, DYOPATH wants to meet you. Apply now to become our next <strong>Desktop Support Analyst II</strong> and help deliver exceptional end-user support and technical service excellence</p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div><div class="content-conclusion"><p>Equal Opportunity Employer</p> <p>DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at&nbsp;<a href="https://www.dyopath.com/">www.dyopath.com</a>. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.</p></div>