Service Desk Level 1 Analyst

Responsibilities

• Provide first-level technical support via phone, email, and chat
• Troubleshoot issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity
• Document incidents, service requests, and resolutions within the ticketing system
• Escalate issues appropriately when additional expertise is required
• Deliver timely and accurate resolutions while maintaining excellent customer satisfaction
• Follow up with users to ensure issues have been fully resolved
• Participate in training and professional development opportunities
• Support special projects and initiatives that improve service delivery

Requirements

• High School Diploma or equivalent
• 1-2 years of experience in technical support or service desk environment
• Experience troubleshooting Windows operating systems and Microsoft Office applications
• Basic understanding of networking concepts and connectivity troubleshooting
• Strong customer service and communication skills
• Ability to prioritize tasks in a fast-paced environment

Preferred Qualifications

• Associate's or Bachelor's degree in Computer Science or Information Technology
• HDI Support Center Analyst (HDI-SCA) certification
• ITIL Foundation certification
• Microsoft 365 Certified: Fundamentals
• Familiarity with ITIL or other service management frameworks

Benefits

• Savings Fund: 13% Company Contribution
• Pantry Vouchers: 9% Monthly
• Christmas Bonus: 25 Days
• Vacation: 12 Days After First Year with 40% premium
• Anniversary Bonus: 10 Days Base Salary
• Major Medical Insurance for employee and immediate family
• Life Insurance
• Quarterly Performance Bonus
• Monthly Internet and Electricity Stipend (250 MXN)

About the Company

DYOPATH is an IT services provider built on a philosophy of living values every day, fostering a supportive and collaborative environment to help clients succeed.