Service Desk Level 2 Analyst Position Available In New York, New York

Service Desk Level 2 Analyst

DYOPATH – 2.7

New York, NY Job Details $28.84 an hour 7 hours ago Benefits Health savings account Paid holidays Health insurance Dental insurance Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Pet insurance Qualifications ITIL Certification Management Computer Science Software troubleshooting Customer service Mid-level Windows Technical support Microsoft Office Analysis skills Bachelor’s degree

ITIL HDI

Certification Computer networking IT Associate’s degree Leadership 2 years Information Technology Full Job Description At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive. We are hiring for an onsite Service Desk Level 2 Analyst in Manhattan ! At DYOPATH , we’re not just another IT company – we’re a people-first organization committed to building a collaborative, creative, and inclusive work culture. We’ve been recognized as a Great Place to Work for four years running, and we want YOU to be part of our award-winning team! Why DYOPATH?

People-First Culture :

We value collaboration, creativity, and making sure every team member feels supported and appreciated. Do the

Right Thing:

Integrity and honesty are at our core. You’ll be part of a team that embraces accountability and always strives to do what’s right.

Amazing Benefits :

Medical, Dental, Vision, and Life Insurance 401(k) with company match Paid Time Off Paid Holidays Flexible Spending Account (FSA) and Health Savings Account (HSA) Pet Insurance (because we know pets are family too!) And more! Check out our full benefits available at https://dyopath.com/careers/

Position Details Role:

Service Desk Level 2

Analyst Location:

Onsite – Manhattan, NY 10022

Schedule:

Monday to Friday, 8:00 AM – 5:00

PM Pay:

$28.84/hour

What You’ll Do:

Provide second-level support for complex technical issues related to desktops, laptops, printers, mobile devices, software, and network systems. Troubleshoot and resolve technical incidents; escalate unresolved issues to the appropriate internal or external support teams. Collaborate with other IT departments to resolve systemic IT problems and improve service delivery. Mentor and guide Level 1 analysts by assisting with problem-solving and providing training on best practices for incident resolution. Ensure timely and efficient resolution of service desk issues in alignment with internal service level agreements (SLAs). Conduct follow-up activities with end-users to ensure satisfaction with support and confirm the resolution of issues. Continuously enhance technical expertise and industry knowledge through ongoing learning, certifications, and training. Contribute to special projects as assigned by the Service Desk Supervisor or other IT leadership What skills and certifications will you be bringing to the position?

Preferred:

Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field.

Preferred Certifications:

HDI Support Center Analyst (HDI-SCA) certification ITIL Foundation certification (or equivalent) Microsoft 365

Certified:

Fundamentals Microsoft 365

Certified:

Endpoint Administrator Associate Experience:

2-4 years of experience in a technical support role, including at least 1 year in a service desk environment.

Technical Skills:

Proficiency with Microsoft Office Suite, Windows operating systems, and advanced network troubleshooting. Experience with remote support tools and technologies.

Customer Service Skills:

Strong ability to communicate technical information clearly to non-technical users. Customer-focused mindset with the ability to manage difficult situations professionally and efficiently.

Problem-Solving:

Excellent analytical skills with a structured approach to troubleshooting and resolution

ITIL Knowledge:

Familiarity with ITIL or similar service management frameworks is a plus.

Time Management:

Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines. Ready to take the next step in your IT career? Apply now and become part of a team that values your growth, your voice, and your impact. Equal Opportunity Employer 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 www.dyopath.com. 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.