Desktop Support Analyst II

Join DYOPATH as a Desktop Support Analyst II

Are 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.

• Purpose 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.

• Medical, Dental & Vision Coverage
• Life Insurance
• 401(k) with company match
• You Pick a Day  paid holiday
• FSA & HSA options
• Pet Insurance
• ...and much more

Full Benefits Overview At

• Location: On-site (Akron, OH)
• Schedule: First Shift (8a-5p CST), Monday through Friday
• Pay Rate: $31.68/hour

As 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.

• Analyze 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.

• Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience
• CompTIA A+ Certification

• CompTIA Network+ Certification
• Experience as a Desktop Support Analyst I

• Successful completion of a background check
• Valid driver's license with an acceptable driving record

• In-depth working knowledge of PCs, laptops, and peripherals
• Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions
• Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment
• Familiarity with ITIL and change management processes
• Ability to perform root cause analysis (RCA)
• Intermediate to advanced proficiency in hardware and software troubleshooting
• SharePoint experience (Microsoft 365 preferred)
• Working knowledge of Microsoft 365
• Experience with Service Now or similar ITSM platforms preferred
• Mobile device support experience is a plus
• Previous experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred
• Strong…