Service Desk Level 1 Analyst - hybrid

DYOPATH

Nashville, TN

Expired: 19 days ago Applications are no longer accepted.

$19 Hourly
Vision , Medical , Dental , Paid Time Off , Life Insurance , Retirement
Full-Time

Job Description

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

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 currently hiring a hybrid Service Desk Analyst in Nashville, TN!

Shift/Pay

Monday - Friday: 7:30am - 4:00pm
Hybrid- mostly remote, with being available to go onsite occasionally - Nashville, TN 37203
Pay $19/h

Job Summary:

The Service Desk Analyst provides exceptional phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

Essential Job Duties:

Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
Windows 10 troubleshooting and operations
Outlook/email troubleshooting - O365
Basic Networking troubleshooting - identify root cause
Mobile phone support
SharePoint experience - navigation experience and basic understanding on how to use SharePoint
Active Directory administration
Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
Supports the team process and participates on cross-functional teams
Understand and implement security best practices and work with security specialists to minimize vulnerabilities
Respond to network and server alerts to ensure maximum up time of identified devices
Understand and comply with all contractual SLAs, policies and procedures
Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
Analyzes and recommends alternative solutions to meet customer needs
Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
Create and maintain documentation to build knowledge and provide training when necessary
May be required to take after-hours on call support as necessary
Complete other duties as assigned

Required Skills:

Experience supporting and administration of VPN clients
Office 365
Windows 10 troubleshooting
Basic understanding of SharePoint
Demonstrate success supporting clients remotely via phone, remote control tools
Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
Experience with Azure AD and/or Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
Solid familiarity supporting multi-function printers remotely
Experience imaging and deploying new and replacement laptop and desktop equipment
Diagnose and troubleshoot VOIP and telephony issues
Ability to triage various business/industry related applications
Extensive experience supporting Windows 10, MS Office, including Office 365
Ability to touch type minimum of 60 WPM
Excellent communication, interpersonal and critical thinking skills - previous experience supporting Executives (VIP "white glove" support)
Multi-tasking abilities

Benefits

Medical, Dental, Prescription, Vision, Life and Disability Insurance
Flexible Spending Account (FSA) as well as Health Savings Account (HSA) – save money pre-tax for eligible medical expenses
Employee Assistance Program and Comprehensive Wellness Program
401 (k) Retirement Savings Plan with company match
PTO - Paid Holidays and Vacation Time – encouraging work-life balance
Continuous Learning and Development Programs
Employee Referral Programs
Pet Insurance plans
Bonus Incentive Programs
Growth opportunities

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.