Service Desk Level 1 Analyst
Job Description
Key Skills Required
Master these to land this role
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Are you passionate about helping people solve tech challenges and keeping their day running smoothly?
DYOPATH is looking for a Service Desk Level 1 Analyst who loves problem-solving, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.
Why You’ll Love Working Here
- Purpose with Passion – Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact.
- Grow & Thrive – From certifications to career paths, DYOPATH invests in your ongoing development.
- Award-Winning Culture – Known for outstanding IT service, we bring the same dedication internally: toward each other.
- Fun & Respectful Teamwork – Collaborative, upbeat environments where achievements are celebrated!
Awesome Benefits
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
Role Overview
- Location: Remote (Mexico)
- Schedule: 1st Shift (5a-1:30p CST); Monday through Friday
- Pay Rate: 14,000 MXN
Your Mission as a Service Desk Level 1 Analyst
- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
- Log all interactions in the ticketing system and escalate when needed.
- Ensure timely and accurate resolution of issues while delivering exceptional customer service.
- Follow up with users to confirm satisfaction.
- Invest in yourself: pursue training, certifications, and ongoing learning.
- Participate in special projects that enhance service delivery.
What You Bring to the Team
Education & Certifications
- High school diploma or equivalent required; Associate or Bachelor’s degree in Computer Science or related field preferred.
- Professional certifications (or working toward):
- HDI Support Center Analyst (HDI-SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
Experience & Skills
- 1–2 years in a technical support role, preferably in a service desk environment.
- Strong customer service skills with the ability to explain technical solutions clearly.
- Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
- Familiarity with ITIL or similar service frameworks a plus.
- Ability to work independently and collaboratively.
- Excellent problem-solving and multitasking skills.
- Proficient in English (spoken, written & reading) required.
- Success as a Service Desk Level 1 Analyst requires strong troubleshooting skills, a customer-focused mindset, and the ability to effectively support users in English through phone, email, and ticketing systems.
Why This Role Rocks
As a Service Desk Level 1 Analyst, you’ll be the hero who keeps users productive and happy. You’ll learn, grow, and become a vital part of a team that values your contributions and invests in your future.
Ready to Kickstart Your IT Career?
If you’re excited to make a real difference and love solving tech puzzles in a team-first culture, DYOPATH wants you! Apply now to become our next Service Desk Level 1 Analyst.
This role is open to applicants in Mexico only.
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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.
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