Desktop Support Analyst I

At DYOPATH, we’re excited to have been awarded “Great Place to Work” three years in a row! What makes us so great? Our people – we drive DYOPATH’s award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!

We are hiring an onsite Desktop Support Analyst I in Rockford, IL!! As the Desktop Support Analyst I, you will oversee and maintain the working order of computer hardware and software systems associated with each endpoint in the client’s domain. You will assist end users in resolving technical issues concerning accounts, computer hardware, or company software. This position requires a highly detail-oriented individual with excellent written and oral communication skills.

What is the Desktop Support Analyst I's location, shift, and pay?

• Location: Onsite in Rockford, IL
• Shift: 8:00am - 5:00pm, Monday - Friday, with rotating Saturday shift
• Pay: $22/h

Essential Functions and Responsibilities:

• Analyze the user requests and incidents
• Organize meetings with users to discuss the resolution of incidents that occur
• Providing technical support, including installation, deployment, and maintenance of company PCs, laptops, software, scanners, printer problems, and various peripherals
• Support internal customers by troubleshooting software and hardware issues face-to-face, over the phone, or chat software
• Track progress of incidents and tasks by utilizing internal or client ticketing software
• Create, receive, and resolve end-user incidents, tasks, and requests while maintaining response and resolution of contracted SLAs
• Order parts as needed for asset hardware maintenance and repair to resolve tasks and incidents
• Create, edit, and maintain knowledge-base articles
• Act as a point of contact for 3rd party vendors and technicians
• Performing updates: Microsoft security patches,  anti-virus signature fil and other software/application updates
• Troubleshoot incidents, reports, or processes to resolve errors
• Document process requirements
• Write clear procedures and instructional manuals to build out self-service capabilities

What skills and certifications will you be bringing to the position?

• Bachelor’s Degree in computer science, IT, or another comparable field or four years of comparable work experience
• A+ Certified
• Experience in a desktop support analyst role is preferred
• Computer hardware troubleshooting knowledge level: Intermediate
• Software troubleshooting knowledge level: Intermediate
• Working knowledge of MS O365 Suite and SharePoint experience
• Demonstrated ability to communicate orally and in writing
• Demonstrate good judgment to support the clients with technical advice and problem resolution
• Perform other related duties as necessary
• Capability to prioritize workload and meet deadlines
• Customer service oriented

Don’t hesitate – this position won’t be available long! Join our creative and innovative team. Apply today!

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.