Desktop Support Analyst II

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 thrilled that we’ve been recognized as a “Great Place to Work” for four consecutive years! What’s the secret to our success? It’s our incredible team. Our culture thrives on collaboration, innovation, and mutual respect. We are currently hiring an onsite Desktop Support Analyst II in Santa Monica, CA! As a Desktop Support Analyst II, you will be responsible for overseeing and maintaining the operational integrity of computer hardware and software systems across each endpoint in the client’s domain. You will assist end users in resolving technical issues related to customer accounts, computer hardware, and company software and will handle more advanced issues and tasks. Success in this role requires a highly detail-oriented individual with exceptional written and oral communication skills. What is the location, shift, and pay of the Desktop Support Analyst II? Shift: 8:00am- 5:00pm PST Pay: $35/h Location: Santa Monica, CA 90404 Essential Functions and Responsibilities: Analyze User Requests and Incidents: Investigate and resolve user-reported issues and requests. User Interaction: Organize meetings with users to discuss and resolve incidents. Technical Support: Provide technical support, including installation, deployment, and maintenance of company PCs, laptops, software, scanners, printers, and other peripherals. Internal Customer Support: Troubleshoot software and hardware issues for internal customers in person, over the phone, or via chat software. Incident and Task Management: Track the progress of incidents and tasks using internal or client ticketing software. Incident Resolution: Create, receive, and resolve end-user incidents, tasks, and requests while adhering to contracted SLAs. Asset Management: Order parts as needed for hardware maintenance and repair. Knowledge Management: Create, edit, and maintain knowledge base articles. Vendor Coordination: Act as a point of contact for third-party vendors and technicians. System Updates: Perform updates, including Microsoft security patches, anti-virus signature files, and other software/application updates. Mentoring: Assist and mentor Level I and Associate DSAs as needed. Troubleshooting: Diagnose and resolve incidents, reports, or processes to fix errors. Documentation: Document process requirements and write clear procedures and instructional manuals to support self-service capabilities. Additional Duties: Perform other duties as assigned. What skills and certifications will you be bringing to the position? Bachelor’s degree in Computer Science, IT, or a related field; or four years of comparable work experience. A+ Certification. Experience in a Desktop Support Analyst I role. Root Cause Analysis (RCA) proficiency. Intermediate to advanced proficiency in computer hardware troubleshooting. Intermediate to advanced proficiency in software troubleshooting. Experience with SharePoint (O365 preferred). Working knowledge of Microsoft O365 Suite. Strong oral and written communication skills. Good judgment in providing technical advice and problem resolution. Ability to work collaboratively within a team. Capability to prioritize workload and meet deadlines. Detail-oriented. Customer service oriented. At DYOPATH, we take pride in

offering top-notch benefits

that have earned us the “Great Place to Work” certification! Here’s what you can expect: Medical, Dental, Prescription, Vision, Life, and Disability Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) Employee Assistance Program and Comprehensive Wellness Program 401(k) Retirement Savings Plan with company match Paid Time Off, including Holidays and Vacation Ongoing Learning and Development Opportunities Employee Referral Program Pet Insurance Plans Opportunities for Growth Join Our Team!

If you are ready to take your career to the next level and contribute to a team that values both purpose and success, we want to hear from you! Apply today to be part of DYOPATH, where your skills and passion can make a difference. 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. Apply for this Job

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