Desktop Support Analyst II

Desktop Support Analyst IITwinsburg, OHJoin DYOPATH as a Desktop Support Analyst IIAre you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?DYOPATH is seeking a Desktop Support Analyst II who brings strong troubleshooting abilities, attention to detail, and a commitment to delivering excellent customer support. If you enjoy advanced technical problem-solving, mentoring others, and ensuring seamless endpoint operations, this role is for you.Why You'll Love Working HerePurpose with Passion – Be part of a company guided by our L.O.V.E. philosophy, Living Our Values Every Day, where your work creates meaningful impact.Grow & Thrive – DYOPATH supports your professional development through certifications, training, and advancement opportunities.Award-Winning Culture – We are known for exceptional service and teamwork, and we extend that same commitment to our employees.Fun & Respectful Teamwork – Join supportive, collaborative teams where contributions are recognized and achievements are celebrated.Awesome BenefitsMedical, Dental & Vision CoverageLife Insurance401(k) with company match"You Pick a Day" paid holidayFSA & HSA optionsPet Insurance...and much moreRole OverviewLocation: On-site (Akron, OH)Schedule: First Shift (8a-5p CST), Monday through FridayPay Rate: $31.68/hourYour Mission as a Desktop Support Analyst IIAs a Desktop Support Analyst II, you will support end users by resolving complex hardware, software, and account-related issues while ensuring all endpoints across the client environment operate effectively. You'll tackle higher-level escalations, mentor junior analysts, and contribute to documentation and process improvements.Key ResponsibilitiesHardware & Software SupportAnalyze user requests and incident trends.Meet with users to discuss issue resolution and recurring problems.Provide technical support for installation, deployment, and maintenance of: PCs and laptops, software, scanners, printers, peripherals.Support internal customers through face-to-face interactions, phone support, or chat.Track ticket progress using internal or client ticketing systems.Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets.Order and replace hardware components as needed.Create, edit, and maintain knowledge base articles.Act as a point of contact for third-party vendors and technicians.Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents.Perform updates, including Microsoft security patches, antivirus signatures, software/application updates.Troubleshoot incidents, reports, and processes to identify and resolve errors.Document processes and write clear procedures or user manuals to enhance self-service options.Assist and mentor Level I and Associate Desktop Support Analysts as needed.Other Duties as AssignedWhat You Bring to the TeamEducation & CertificationsRequired: Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experienceCompTIA A+ CertificationPreferred:CompTIA Network+ CertificationExperience as a Desktop Support Analyst IAdditional RequirementsSuccessful completion of a background checkValid driver's license with an acceptable driving recordExperience & SkillsIn-depth working knowledge of PCs, laptops, and peripheralsExperience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutionsExperience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deploymentFamiliarity with ITIL and change management processesAbility to perform root cause analysis (RCA)Intermediate to advanced proficiency in hardware and software troubleshootingSharePoint experience (Microsoft 365 preferred)Working knowledge of Microsoft 365Experience with ServiceNow or similar ITSM platforms preferredMobile device support experience is a plusPrevious experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferredStrong written and verbal communication skillsGood judgment when providing technical advice and problem resolutionAbility to collaborate effectively within a team environmentStrong prioritization skills with the ability to meet deadlinesHigh attention to detailCustomer-focused mindsetWhy This Role RocksAs our Desktop Support Analyst II, you'll take on more advanced technical challenges, influence support standards through documentation, and help guide junior team members. Your expertise will keep users productive, systems reliable, and support operations running smoothly.Ready to Make an Impact?If you're excited to take on advanced technical tasks and thrive in a team-oriented environment, DYOPATH wants to meet you. Apply now to become our next Desktop Support Analyst II and help deliver exceptional end-user support and technical service excellenceEqual Opportunity EmployerDYOPATH 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. For more information about DYOPATH, please visit our website at The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.