Service Desk Level 1 Analyst (Temporary) at DYOPATH in Houston, TX

Summary: DYOPATH is looking for a Service Desk Level 1 Analyst who brings curiosity, empathy, and a passion for outstanding customer service. In this role, you will be the first point of contact for customers and employees needing IT support, providing first-level troubleshooting and ensuring high-quality resolutions. Responsibilities: - Respond to phone calls, emails, and chat messages with professional, friendly support - Log all interactions accurately in the ticketing system - Provide first-level troubleshooting for desktops, laptops, printers, mobile devices, software, and basic network issues - Resolve what you can — and escalate the rest to the right team - Ensure timely, accurate, high‑quality resolutions - Follow up with users to ensure satisfaction - Continuously grow your tech expertise through training, certifications, and self-learning - Participate in special IT projects as assigned Required Qualifications: - High school diploma or equivalent - 1–2 years in a technical support or service desk role - Strong customer service mindset — able to explain technical concepts to all users - Proficiency with Microsoft Office - Proficiency with Windows operating systems - Basic network troubleshooting - Ability to multitask, prioritize, and work both independently and collaboratively - Excellent problem-solving and analytical skills Preferred Qualifications: - Associate or bachelor's degree in computer science or related field - HDI Support Center Analyst (HDI‑SCA) - ITIL Foundation - Microsoft 365 Certified: Fundamentals - Familiarity with ITIL or similar frameworks Required Skills: HDI Support Center Analyst, ITIL Foundation, Microsoft 365 Certified Fundamentals, Microsoft Office, Windows operating systems, Network Troubleshooting Benefits: Certifications, training, and career pathways to help you level up.