Desktop Support Analyst II
Join DYOPATH as a Desktop Support Analyst II
Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?
DYOPATH is seeking a Desktop Support Analyst II 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.
Why You'll Love Working Here
Purpose with Passion – Be part of a company guided by our L.O.V.E. philosophy, Living Our Values Every Day, where your work creates meaningful impact.
Grow & Thrive – DYOPATH supports your professional development through certifications, training, and advancement opportunities.
Award-Winning Culture – We are known for exceptional service and teamwork, and we extend that same commitment to our employees.
Fun & Respectful Teamwork – Join supportive, collaborative teams where contributions are recognized and achievements are celebrated.
Awesome Benefits
Medical, Dental & Vision Coverage
Life Insurance
401(k) with company match
"You Pick a Day" paid holiday
FSA & HSA options
Pet Insurance
...and much more
Full benefits overview at dyopath.com/careers
Role Overview
Location: On-site (Akron, OH)
Schedule: First Shift (8a-5p CST), Monday through Friday
Pay Rate: $31.68/hour
Your Mission as a Desktop Support Analyst II
As a Desktop Support Analyst II , 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.
Key Responsibilities
Hardware & Software Support
Analyze user requests and incident trends.
Meet with users to discuss issue resolution and recurring problems.
Provide technical support for installation, deployment, and maintenance of:
PCs and laptops
Software
Scanners
Printers
Peripherals
Support internal customers through face-to-face interactions, phone support, or chat.
Track ticket progress using internal or client ticketing systems.
Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.
Order and replace hardware components as needed.
Create, edit, and maintain knowledge base articles.
Act as a point of contact for third-party vendors and technicians.
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.
Perform updates, including:
Microsoft security patches
Antivirus signatures
Software/application updates
Troubleshoot incidents, reports, and processes to identify and resolve errors.
Document processes and write clear procedures or user manuals to enhance self-service options.
Assist and mentor Level I and Associate Desktop Support Analysts as needed.
Other Duties as Assigned
What You Bring to the Team
Education & Certifications
Required:
Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience
CompTIA A+ Certification
Preferred:
CompTIA Network+ Certification
Experience as a Desktop Support Analyst I
Additional Requirements
Successful completion of a background check
Valid driver's license with an acceptable driving record
Experience & Skills
In-depth working knowledge of PCs, laptops, and peripherals
Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions
Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment
Familiarity with ITIL and change management processes
Ability to perform root cause analysis (RCA)
Intermediate to advanced proficiency in hardware and software troubleshooting
SharePoint experience (Microsoft 365 preferred)
Working knowledge of Microsoft 365
Experience with ServiceNow or similar ITSM platforms preferred
Mobile device support experience is a plus
Previous experience as a Desktop Support Analyst II , Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred
Strong written and verbal communication skills
Good judgment when providing technical advice and problem resolution
Ability to collaborate effectively within a team environment
Strong prioritization skills with the ability to meet deadlines
High attention to detail
Customer-focused mindset
Why This Role Rocks
As our Desktop Support Analyst II , 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.
Ready to Make an Impact?
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 Desktop Support Analyst II and help deliver exceptional end-user support and technical service excellence
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.