Service Desk Analyst, Level 1 – 3rd Shift

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Answer incoming phone calls, emails, and chat messages that request technical assistance.

• Document all service desk interactions in the ticketing system.

• Deliver first-level support for desktop, laptop, printer, mobile device, software, and basic network concerns.

• Troubleshoot technical issues when feasible and escalate when needed.

• Ensure prompt and accurate resolution of service desk inquiries.

• Follow up with customers or employees to confirm satisfaction.

• Continuously enhance technical skills through training, certifications, and self-directed learning.

• Engage in special projects as assigned.

• Act as the primary support for users and foster technical expertise within DYOPATH.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate or bachelor’s degree in computer science or a related field is preferred.

• Relevant certifications (or in pursuit of): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals.

• 1–2 years of experience in a technical support role, ideally within a service desk setting.

• Strong customer service abilities with the skill to convey technical information to non-technical individuals.

• Proficiency in Microsoft Office, Windows operating systems, and basic network troubleshooting.

• Familiarity with ITIL or similar frameworks is a plus.

• Capability to work independently as well as collaboratively within a team.

• Outstanding problem-solving and analytical skills.

• Capacity to manage multiple tasks and prioritize effectively.

• Must be able to work the 3rd shift schedule, from 11:00 p.m. to 7:00 a.m. CST, Wednesday to Monday.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life insurance coverage.

• 401(k) plan with company matching.

• “You Pick a Day” paid holiday.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Pet insurance available.

• Opportunities for certifications and career development.

• Training and self-directed learning resources.

• A collaborative, positive, and respectful team environment.