Desktop Support Analyst II

DYOPATH is seeking a Desktop Support Analyst II who excels in troubleshooting, communication, and collaboration, while taking ownership of complex technical challenges and mentoring junior team members.

Why You’ll Love Working Here

• Purpose with Passion – Be part of a company guided by its L.O.V.E. philosophy (Living Our Values Every Day)
• Growth & Development – Opportunities for certifications, skill-building, and career progression
• Team-Oriented Culture – Collaborate with supportive colleagues in a high-performing environment
• Recognition & Impact – Your expertise directly improves user experience and operational efficiency

Responsibilities

• Provide advanced technical support for desktops, laptops, mobile devices, and peripherals
• Analyze and resolve complex user incidents and service requests
• Install, deploy, and maintain hardware and software systems
• Troubleshoot issues via in-person, phone, or chat support
• Manage and resolve tickets using internal or client ticketing systems while meeting SLAs
• Perform system updates, including Microsoft security patches, antivirus updates, and application upgrades
• Support networking-related issues and endpoint connectivity
• Order and manage hardware parts for maintenance and repairs
• Create, update, and maintain knowledge base documentation
• Act as a liaison with third-party vendors and technicians
• Conduct root cause analysis (RCA) for recurring issues
• Document processes and develop clear procedures for self-service capabilities
• Mentor and support Level I and Associate Desktop Support Analysts
• Participate in continuous improvement initiatives and operational enhancements

Requirements

• Bachelor’s degree in Computer Science, IT, or related field OR 4+ years of equivalent work experience
• A+ Certification
• Strong experience supporting PC hardware and peripheral devices
• Intermediate to advanced troubleshooting skills (hardware & software)
• Experience with Microsoft O365 Suite and SharePoint
• Familiarity with Active Directory and user support
• Knowledge of ITIL or change management practices
• Ability to perform root cause analysis (RCA)
• Experience supporting mobile devices (preferred)
• Proficiency with ticketing systems and incident tracking
• Excellent written and verbal communication skills
• Strong customer service mindset
• Valid driver’s license with acceptable driving record
• Ability to pass a background check prior to hire
• Highly detail-oriented with strong organizational skills
• Ability to prioritize tasks and meet deadlines in a fast-paced environment
• Collaborative team player with sound judgment

Preferred Qualifications

• Network+ Certification
• Prior experience as a Desktop Support Analyst I

Benefits

• Medical, Dental, and Vision coverage
• Life insurance
• 401(k) with company match
• Paid holidays, including “You Pick a Day”
• FSA and HSA options
• Pet insurance
• Additional benefits available

Pay

$25 per hour

Schedule

1st Shift; Monday through Friday

Location

On-Site (Tucson, AZ)

Why This Role Matters

As a Desktop Support Analyst II, you play a critical role in maintaining reliable IT operations and supporting end users with complex technical needs. Your expertise not only resolves issues efficiently but also strengthens system performance, enhances user satisfaction, and contributes to continuous service improvement.