Service Desk Level 1 Analyst
Job Description
Key Skills Required
Master these to land this role
Want to know if you're a match for this job?
Your Mission as a Service Desk Level 1 Analyst
The Service Desk Level 1 Analyst serves as the first point of contact for users seeking technical assistance. This role provides Help Desk and IT Support services, resolves technical issues, documents incidents, and escalates complex problems when necessary.
Responsibilities
- Respond to incoming phone calls, emails, and chat messages requesting technical support
- Log all service desk interactions in the ticketing system
- Provide first-level support for desktops, laptops, printers, mobile devices, software, Microsoft 365, Active Directory account access, password resets, and basic network issues
- Resolve technical issues when possible and escalate when necessary
- Ensure timely and accurate resolution of all service desk requests
- Conduct follow-up with customers or employees to ensure satisfaction
- Continuously improve technical skills through training, certifications, and self-directed learning
- Participate in special projects as assigned
What You Bring to the Team
Education & Certifications
- High school diploma or equivalent required
- Associate or bachelor's degree in Computer Science or a related field preferred
- Relevant certifications (or pursuing):
- HDI Support Center Analyst (HDI-SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
Experience & Skills
Successful Service Desk Level 1 Analysts typically possess:
- 1-2 years of experience in a technical support role, preferably in a service desk, help desk, desktop support, or IT support environment
- Strong customer service skills with the ability to explain technical information to non-technical users
- Proficiency with Microsoft Office, Windows operating systems, Microsoft 365, and basic network troubleshooting
- Experience with Active Directory account management, password resets, and user support preferred
- Knowledge of ticketing systems, incident management, and service request processes
- Basic network troubleshooting skills including TCP/IP, DNS, VPN, Wi-Fi, printers, and connectivity issues
- Knowledge of ITIL or similar frameworks is a plus
- Ability to work independently and as part of a team
- Excellent problem-solving and analytical abilities
- Ability to manage multiple tasks and prioritize effectively
Why This Role Stands Out
As a Service Desk Level 1 Analyst, you will be the front line of support, helping users resolve issues quickly, building your technical expertise, and growing your IT career within a supportive and mission-driven organization.
The Service Desk Level 1 Analyst role offers hands-on exposure to enterprise IT environments, customer support best practices, troubleshooting, and career growth opportunities.
You'll work with a dedicated team and gain valuable experience that paves the way for future advancement.
How would you rate this job post?
See what other professionals think about this role.
Similar Opportunities
More Openings at DYOPATH
Explore Top Companies in this Space
Superside
Design Services, Technology, Business Consulting
First Help Financial
Financial Services
Sciencelogic
Information Technology and Services
JustMarkets
FinTech / Online Trading / Financial Services
DYOPATH
View Company ProfileDYOPATH (operating under dyopath.com) is the premier, enterprise-grade Managed Service Provider (MSP), Managed Strategic Security Provider (MSSP) pioneer, and corporate cloud infrastructure powerhouse engineered to operate as the definitive, high-velocity IT outsourcing, risk mitigation, and algorithmic threat defense layer for commercial enterprises, public education networks, energy companies, and federal government agencies nationwide. Formed through the high-impact strategic merger of industry veterans DYONYX (founded 1996) and Single Path (founded 2003), and further augmented by the acquisition of Innovative Technology Solutions (ITS), the company completely eliminates the severe systemic friction of modern corporate digital operations—where distributed institutions face crushing technical talent shortages, unmanaged cloud configuration drift, rising security vulnerabilities, and fragmented help desk execution—by deploying an advanced, \"business-first\" technological matrix. Moving far beyond traditional, passive independent IT repair shops or reactive remote monitoring vendors, DYOPATH natively unifies proactive hybrid cloud migrations, multi-tiered IT service desk outsourcing, compliance-ready virtual CISO (vCISO) advisory loops, and its flagship DYOGUARD cybersecurity ecosystem (anchored by robust Endpoint Detection and Response [EDR] and Security Orchestration, Automation, and Response [SOAR] pipelines) into a single high-availability operational framework. Supported by a team of over 600 technology professionals across the United States and Mexico, the firm maintains a fully US-based Network Operations Center (NOC) and round-the-clock help desk designed to shield critical public and private infrastructure from continuous exploitation vectors with production-hardened engineering precision. Under the hood, its sophisticated technical core coordinates complex data center telemetry, repeatable disaster recovery-as-a-service (DRaaS) playbooks, and strict automated compliance audits spanning HIPAA, CJIS, and federal security boundaries. What sets DYOPATH apart is its uncompromising dedication to replacing standard transactional vendor arrangements with absolute accountability and structural IT velocity; by bridging the gap between performance-intensive big data threat intelligence and localized, relationship-focused business objectives, the enterprise remains the definitive cornerstone of modern algorithmic managed services and secure corporate asset scaling.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.