[Remote] Service Desk Level 1 Analyst (Mexico)

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support. The role involves providing first-level support for various technical issues and ensuring timely resolution of service desk requests while contributing to a collaborative team environment.

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

Skills

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
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, CompTIA A+
Knowledge of ITIL or similar frameworks is a plus

Benefits

Savings / Monthly 13% cap
Pantry Vouchers 9% deposited every month
Christmas Bonus: 25 days of your daily income
Vacations - 12 days after the first year
Anniversary Bonus - 10 days of base salary
Vacation Premium – 40% first year
Major Medical Insurance covers you and your immediate family
Life Insurance
Quarterly Bonus
Marriage or Bereavement Time off
Maternity/Paternity Time off
Ergonomic Chair
250 pesos monthly stipend for internet and electricity

Company Overview

Dyopath specializes in IT outsourcing, education, connectivity, IT consulting, managed security, virtualization & cloud computing services. It was founded in 1994, and is headquartered in Houston, Texas, USA, with a workforce of 501-1000 employees. Its website is https://dyopath.com.

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