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      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. Why You'll Love Working Here 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. Awesome Benefits 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 dyopath.com/careers Role Overview Location: On-site (Akron, OH) Schedule: First Shift (8a-5p CST), Monday through Friday Pay Rate: $31.68/hour Your Mission as a Desktop Support Analyst II 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. Key Responsibilities Hardware & Software Support 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. Other Duties as Assigned What You Bring to the Team Education & Certifications Required: Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience CompTIA A+ Certification Preferred: CompTIA Network+ Certification Experience as a Desktop Support Analyst I Additional Requirements Successful completion of a background check Valid driver's license with an acceptable driving record Experience & Skills 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 hardwar