Address
Form of workJob 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.
TITLE:Service Desk Analyst I
Location: Nashville, TN - ZIP: 37203 (HYBRID)
Shift: Monday - Friday from 7AM to 3:30PM CST - HYBRID
Status: Full-Time W2 with benefits
Salary: $18/hr - $19/hr depending on experience
SKILLS: Windows 10 Active Directory Basic Mobile Support RDP Functions MS Office Tools Basic Troubleshooting
Job Summary:
- 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 and 11 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
- Complete other duties as assigned
- 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 and 11, 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
- Required Education: High school diploma, college graduates preferred
- Required Experience: The minimum experience for this position is1 year of relevant experience
- Fast paced and high-volume environment
- Responsibilities may require holidays sometimes with little advanced notice
- 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.
